Senior Analyst - IT Support

Marsh McLennan•Louisville, KY

6d•Hybrid

About The Position

We are seeking a talented individual to join our IT support service desk team at Marsh, this role will be based in Louisville, Kentucky, offers a hybrid work arrangement, requiring a minimum of three days per week in the office. As an IT support senior analyst you will provide IT support to colleagues across multiple lines of business through diagnosing, reporting and resolving or correcting hardware and software problems remotely.

Requirements

High school diploma or equivalent
At least 2+ years experience working in a helpdesk environment
Strong customer service skills

Nice To Haves

Associates degree in IT or related field
Associate degree or 2+ years of college level courses.
A+, Network+, or similar technical certifications
Thorough working knowledge of Microsoft office, Windows, Citrix, and virtual desktops

Responsibilities

Provide support to all colleagues through a variety of channels (in-person, phone, virtual pop-in Zoom)
Respond to and resolve incidents and requests and escalates with appropriate level of urgency.
Proactively communicates and follows up with colleagues on all incidents and requests
Escalate requests in a timely manner with warm hand-offs to other technical resolver groups
Route incidents to appropriate support teams as per described troubleshooting steps.
Monitor and escalate issues until resolution, closure or the appropriate group has accepted.
Use Service Now incident management system to record and track all support work.
Provide proactive support to all colleagues through a variety of digital channels based on data in Nexthink and other performance management systems
Provide proactive training and knowledge sharing on Marsh systems and devices to maximize functionality usage.
Assist with projects as and when assigned.
Adheres to responsibilities such as compulsory training and education as and when required to maintain current knowledge.
May require weekend / after-hours work for occasional emergencies.