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Desktop Support Analyst

Location: Edinburgh, United Kingdom

Company: Marsh & McLennan Companies

Job ID R_053328-en

We are looking for a Second Line Desktop Support Analyst to join our Edinburgh office in order to support a population of circa 200 employees across three different locations. The successful candidate will be responsible for providing support to end users across multiple operating companies such as Marsh, Mercer and Jelf.  This will include installing and assisting with the operation of internal clients workstations and business applications as well as working on a variety of projects such as M&A or new software implementation. The successful candidate will have a relevant track record in second line support as well as strong interpersonal skills as he/she will interact with colleagues on a daily basis to support their needs and resolve their queries. Please note that this is a stand-alone position within a virtual team of six specialists throughout the North.

  • Responsibilities:
  • Performs installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software
  • 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
  • Disconnects, moves and reconnects desktop technology hardware for single user, multi-user and office moves
  • May assist in administration and maintenance of technology infrastructure components
  • Regularly work on projects outside of BAU work
  • Uses corporate incident management system to record and track all support work
  • Maintains accurate hardware and software records for corporate assets
  • May assist with the procurement of hardware and software
  • Supports team’s abilities and functions through positive customer relations
  • Contributes to the improvement and enhancement of processes and procedures

  • Qualifications
  • 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
  • Knowledge of company desktop operating systems and software
  • 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
  • A+ certification preferred
  • Microsoft or other certifications desired (i.e. MSCDT, MCP, MCSE)
  • Ability to lift and move desktop and other related hardware
  • Frequent, local travel may be required depending on location
  • Occasional evening and weekend work may be required
  • Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team

Marsh & McLennan Companies is a global professional services firm providing advice and solutions in the areas of risk, strategy and human capital. It is the parent company of a number of the world’s leading risk experts and specialty consultants, including Marsh, the insurance broker and risk advisor; Guy Carpenter, the risk and reinsurance specialist; Mercer, the provider of HR and related financial advice and services; and Oliver Wyman, the management consultancy. With over 50,000 employees worldwide and annual revenue of approximately $10 billion, Marsh & McLennan Companies provides analysis, advice and transactional capabilities to clients in more than 100 countries. Its stock (ticker symbol: MMC) is listed on the New York, Chicago and London stock exchanges.

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