Support Analyst Jr

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What can you expect?

The Support Analyst will provide front-line primary functional and technical support to end users on various business and technical issues.

They will also be responsible for responding to and resolving service tickets in a timely manner according to SLA. The candidate must have excellent problem-solving skills to diagnose, evaluate, and resolve complex problem situations, or escalate or route them to the next support level when appropriate.

Finally, the Support Analyst will perform root cause analysis, develop checklists for typical problems, and recommend procedures and controls for problem prevention.

General Skills :

• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Asking targeted questions to quickly understand the root of the problem.
• Ensuring all issues are properly logged.
• Prioritizing and managing several open issues at one time.
• Following up with clients to ensure their IT systems are fully functional after troubleshooting.
• Preparing accurate and timely reports.
• Documenting technical knowledge in notes and manuals.
• Maintaining jovial relationships with platform users.
• Ability to work under pressure and prioritize tasks.

Technical Skills :

What you need to have :

What makes you stand out?

Marsh McLennan is committed to creating a diverse, inclusive, and flexible work environment. We aim to attract and retain the best people and embrace diversity across various characteristics and backgrounds.

We support a hybrid work model, allowing remote work with in-office collaboration at least three days per week, with designated "anchor days" for full team presence.

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