Why you should apply for a job with Marsh & McLennan:
FGB'ers gave this company an overall job satisfaction of 4.6/5.
FGB’ers working at Marsh & McLennan rated their manager’s support at 4.8/5.
- 89%of reviewers say women and men are treated equally at Marsh & McLennan.
- 95%of reviewers recommend Marsh & McLennan to other women.
- 94%of reviewers say the CEO supports gender diversity.
Women’s networks play a pivotal role in speeding the path to leadership and expanding access to flexible schedules and family benefits.
Employees receive a paid day off to volunteer.
Senior Service Desk Technical Support Analyst
An exciting opportunity has arisen for an IT Service Desk Analyst to provide technical support within the Service Management department of Marsh & McLennan Global Technology Infrastructure (MGTI) in Hong Kong.
Position Overview
The Service Desk Analyst role at Marsh & McLennan affects colleagues of all levels, in all of our companies, in every region of the world.
Being the first point of contact on any technology-related process, application or device,you will be providing first-level technical phone support by diagnosing, reporting and resolving or correcting hardware and software problems.
You will manage all aspects of the installing, maintaining and troubleshooting hardware and software according to company standards reconfiguring existing systems or performing system upgrades as required.
This will require monitoring and escalating issues until resolution, closure or handoff to a specialized support team.
Key Responsibilities
- Provides Service Desk support by chat, phone and email, assisting users in diagnosing, reporting and resolving or correcting hardware and software problems.
- Installs, maintains and troubleshoots hardware and software according to company standards reconfigures existing systems and/or performs system upgrades as required.
- Logs all issues with appropriate documentation as requested.
- Route calls to appropriate support teams as per described troubleshooting steps.
- Monitor and escalate issues until resolution, closure or the appropriate group has accepted.
- Maintain current knowledge of support knowledge provided through training and the Knowledge Base.
- Expected to resolve 75%+ of incoming incidents and attain 95%+ positive Customer Satisfaction feedback score, expected to handle a minimum of 40 incidents per day.
Skills and Experience
- This position will require the successful individual to provide technical support to our global colleague base, the shift pattern will be between Monday Friday, rotated between 5am and 5pm as well as rotated cover during Bank Holidays. (Shift 5am-2pm / 6am-3pm).
- Bachelor's degree in computer science or equivalent is desired.
- Minimum 2-3 years' experience of working within a similar capacity for a Service Desk / Helpdesk/ Call Centre.
- Technical Troubleshooting experience is a must.
- Familiar with a variety of IT Service Desk concepts, practices, procedures and policies.
- Must have excellent verbal and written communication skills.
- Essential languages required: English, Cantonese. Also desired: Mandarin, Japanese, Korean.
Job applications should be sent in confidence with details in education, working history and salary expectation to the Human Resources Manager via email [email protected]
We are an Equal Opportunity Employer. Visit us at www.marsh-asia.com
All information received will be kept in strict confidence and be used only for employment-related purposes.
About Marsh
Marsh is the world's leading insurance broker and risk adviser. With over 35,000 colleagues operating in more than 130 countries, Marsh serves commercial and individual clients with data driven risk solutions and advisory services. Marsh is a business of Marsh & McLennan Companies (NYSE: MMC), the leading global professional services firm in the areas of risk, strategy and people. With annual revenue approaching US $17 billion and 76,000 colleagues worldwide, MMC helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. Follow Marsh on Twitter @MarshGlobal; LinkedIn; Facebook; and YouTube, or subscribe to BRINK.
Need convincing? Let's review Marsh & McLennan's best features:
FGB'ers gave this company an overall job satisfaction of 4.6/5.
FGB’ers working at Marsh & McLennan rated their manager’s support at 4.8/5.
- 89%of reviewers say women and men are treated equally at Marsh & McLennan.
- 95%of reviewers recommend Marsh & McLennan to other women.
- 94%of reviewers say the CEO supports gender diversity.
Women’s networks play a pivotal role in speeding the path to leadership and expanding access to flexible schedules and family benefits.
Employees receive a paid day off to volunteer.