Oliver Wyman - IT Support Senior Analyst - Dubai

Overview

Oliver Wyman is now looking to hire an experienced professional as an IT Support Senior Analyst based in our Duabi office!

Provides technical support to colleagues both pro-actively & re-actively, via a variety of support channels both inbound and outbound across multiple lines of businesses within MMC. This includes ownership of the support process through effective diagnosis, troubleshooting and resolution for software and hardware related issues either in person or virtually.

Deliver support in accordance with agreed KPIs and SLAs.

The role is a hybrid position that requires onsite presence minimum 4 days per week with 1x remote support day.

There may be occasional support required during weekends and out of hours during crisis / emergency situations.

Responsibilities

Reactive Technical Support

• Provide support to all colleagues through a variety of channels (in-person, phone, virtual pop-in Zoom)
• Assist with building laptops and installing, maintaining, troubleshooting and repair of all MMC hardware, software and mobility technology problems.
• Respond to and resolves incidents and requests and escalates with appropriate level of urgency.
• Proactively communicates and follows up with colleagues on all incidents and requests
• Reconfigure existing laptops and / or perform tune-up services (quick and re-image) as required.
• Log all issues with appropriate documentation as determined by standard operating procedures
• 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 MMC Tech incident management system to record and track all support work.

Proactive Technical Support

Administrative Tasks and Training

Education

Experience

Knowledge and Skills

Other Requirements

Internal Contacts

MMC business colleagues – supporting colleagues who contact Colleague Tech Support Services.

Supervisors & Managers

Colleagues and peers within other Technology teams on day-to-day support issues.

Business IT support groups on day-to-day support issues (as required).

External Contacts

Third party resolver teams (Dell, HP, Lenovo, BT, Vodafone, AT&T etc.) – day-to-day working relationship for service delivery and support.

Oliver Wyman, a business of Marsh McLennan (NYSE : MMC), is a management consulting firm combining deep industry knowledge with specialized expertise to help clients optimize their business, improve operations and accelerate performance. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses : Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit oliverwyman.com, or follow on LinkedIn and X.Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex / gender, skin color, or any other characteristic protected by applicable law.

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