Senior Analyst

6 days ago

Riyadh, Saudi Arabia Mercer Full time

**MMC Technology is now looking for a Senior Analyst - Onsite Technical Support to be based at our Riyadh Office, supporting our Oliver Wyman Colleagues**

**The Opportunity**

**Key responsibilities of the role include**:
**Technical support (% of time spent - 50%)**
- Performs installation, training, maintenance, troubleshooting and repair of all OpCo desktop hardware and software technology.
- Assists in the setup and operation of audio visual hardware as required by end user.
- Determines appropriate hardware and software based on corporate policy and end user requirements.
- Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues.
- Escalates incidents and questions to appropriate support groups
- Ensures all service feedback and updates are provided in a timely manner to all stakeholders.
- Disconnects, moves and reconnects desktop technology hardware for single user, multi-user and office moves.
- Supports events such as infrastructure changes, software releases, BCP etc.
- May assist in administration and maintenance of non-desktop technology infrastructure components at the request of other service towers.
- May assist in installation, maintenance, troubleshooting and repair of office telephony systems.

**Administrative tasks (% of time spent - 15%)**
- Uses corporate incident management system to record and track all support work.
- Maintains accurate hardware and software records for corporate assets.
- Performs time tracking tasks as required.
- May assist with the procurement of hardware and software

**Team meetings and training (% of time spent - 5%)**
- Supports team’s abilities and functions through positive customer relations.
- Contributes to the improvement and enhancement of processes and procedures.
- Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team members.
- Proactively seeks development opportunities and relevant training, in addition to completing all mandatory training requirements.

**Ad hoc (% of time spent - 10%)**
- Performs duties as assigned by management, including but not limited to project execution and disaster recovery activities

**Who we think will be perfect for this role**

**Education**
- Associates degree in a technology related discipline; OR a combination of work experience, education and training equivalent to a two-year college degree in a technology related discipline.

**Experience**
- Minimum of five years related work experience ideally in a professional services or management consulting firm

**Knowledge and skills**
- Strong knowledge of company desktop operating systems and software.
- Good general knowledge of standard computer hardware.
- Superior customer service skills.
- Ability to work within a team environment.
- Ability to independently plan, organize and prioritize one’s own activities.
- Ability to provide short term cover for manager during absence of regular line manager.
- Ability to independently plan, organize and prioritize a small team’s activities.
- Ability to express ideas clearly in both written and oral communications.
- Good presentation skills.
- Ability to train both business colleagues and technology colleagues.
- Fluent in English.

**Other requirements**
- A+ certification preferred.
- Microsoft or other certifications desired (i.e. MSCDT, MCP, MCSE).
- Ability to work in a typical office environment.
- Ability to lift and move desktop and other related hardware.
- Frequent, local travel may be required depending on location.
- Occasional, distant travel may be required.
- Occasional evening and weekend work may be required

Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.

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