On-Site Desktop Support Technician

Senior Analyst Onsite Technical Support

This is a great opportunity to join the dedicated and high performing Marsh & McLennan Global Technology team in a permanent, full time role based in our Auckland office.

What can you expect?

You will be joining a fun and supportive team committed to excellence

Reporting to the Supervisor Onsite Technical Support, you will primarily be responsible for 2nd level desktop technical support and training. This position works closely with a broad range of internal stakeholders and other IT staff both locally and globally. Support is provided to our colleagues in person desk side and remotely.

We will count on you to:

• Actively participates in team meetings.
• Supports team's abilities and functions through positive colleague 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.
• Provides support and guidance to all colleagues either onsite or remotely via all agreed support processes.
• Assists with installation, training, maintenance, troubleshooting and repair of all MMC desktop hardware, software and mobility technology
• Performs 2nd level troubleshooting and resolution of desktop and mobility technology incidents.
• Determines appropriate hardware and software based on corporate policy and business colleague requirements.
• Respond to and resolve requests and incidents within a timely manner and appropriate level of urgency to exceed Service Level Agreements whilst providing an outstanding customer service experience.
• Effectively communicates and follows up with colleagues on all incidents and requests.
• Escalates incidents and questions to appropriate support groups.
• Ensures all service feedback and updates are provided in a timely manner to all stakeholders.
• Management of moves, adds and changes of desktop technology hardware for single user, multi-user and office moves.
• Produce and update relevant documentation.
• Apply a logical, methodical and analytical approach to manage and support desktop platforms and related peripherals to provide optimal availability and cost efficiency.
• Ad hoc project work involving the application of systems analysis techniques, researching technology options and colleague consultation.
• Assist with setup, and operation of audio visual hardware as; required by colleagues.
• Assists in administration and maintenance of non-desktop technology infrastructure components at the request of other service towers.
• Contribute to the improvement / enhancement of processes and procedures.
• Uses corporate incident management system to record and track all support work.
• Registers all new hardware and software assets in the asset management tool, ensuring records are maintained throughout each asset's lifecycle.
• Adheres to local responsibilities such as compulsory training and education as and when required.
• Liaises with HR and managers regarding leavers to ensure recovery of all IT assets.
• Performs time tracking tasks as required to ensure resources are allocated correctly to business requirements.
• Assist with the procurement of hardware and software.

What you need to have:

• This position will suit a highly motivated and pro-active individual with a passion for technology, providing excellent customer service, attention to detail and follow up to key stakeholders.
• The position will require an individual who can work independently whilst being part of a virtual team across Australia and New Zealand.
• Tertiary degree in a technology related discipline; and/or a combination of work experience, education and training equivalent to a two-year college degree in a technology related discipline.
• 24+ months experience in a Desktop Support role. This is essential.
• Strong knowledge of desktop operating systems and software.
• Strong knowledge of industry desktop hardware.
• High quality and accurate documentation skills.

What makes you stand out?

• Exceptional problem solving and analytical skills.
• Asset management experience within an IT Asset Management Framework.
• Ability to communicate effectively to a diverse stakeholder group.
• Flair for customer service and attention to detail

• Experience collaborating with global IT teams.

How to Apply

If you are looking for a challenging new role in a truly global organization that is committed to innovation and excellence, then look no further than Marsh and McLennan Companies. Apply now, by sending your resume and cover letter.

Applications will only be accepted from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete Criminal Record check prior to commencement of employment.

Marsh & McLennan(NYSE: MMC) is the world's leading professional services firm in the areas of risk, strategy and people. The Company's 76,000 colleagues advise clients in over 130 countries. With annualized revenue approaching$17 billion,Marsh & McLennanhelps clients navigate an increasingly dynamic and complex environment through four market-leading businesses.Marshadvises individual and commercial clients of all sizes on insurance broking and innovative risk management solutions.Guy Carpenterdevelops advanced risk, reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities.Mercerdelivers advice and technology-driven solutions that help organizations meet the health, wealth and career needs of a changing workforce.Oliver Wymanserves as a critical strategic, economic and brand advisor to private sector and governmental clients. For more information, visitmmc.com, follow us onLinkedInand Twitter@mmc_globalor subscribe toBRINK.

Marsh and McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, and gender identity.