IT Support Senior Analyst📣 Job Ad

About the Role

Marsh is seeking an IT Support Senior Analyst to provide dedicated, hands-on onsite end-user IT support in Riyadh, Saudi Arabia. This full-time, senior, client-facing role involves owning the complete support process from diagnosis and troubleshooting to resolution and escalation. The successful candidate will deliver high-quality service in a professional services environment, adhering to agreed KPIs and SLAs.

Key Responsibilities

The IT Support Senior Analyst will be responsible for providing comprehensive onsite technical support and managing various operational tasks:

• Provide onsite and virtual support to colleagues, including senior stakeholders and executives, maintaining strong communication and professionalism.
• Diagnose, troubleshoot, and resolve hardware and software issues for end users in an enterprise environment.
• Support both Windows laptops and MacBooks/macOS users.
• Troubleshoot Microsoft Office and standard corporate applications, corporate mobile devices and mobility technology, printers and peripherals, and AV/meeting room systems.
• Accurately log, track, and document incidents and requests within the incident management system, ensuring timely resolution or escalation.
• Perform laptop builds, configuration, troubleshooting, and re-imaging as required.
• Support laptop imaging and deployment processes, including Windows Autopilot or similar tools.
• Support Mobile Device Management (MDM) processes and device compliance requirements.
• Execute onsite troubleshooting activities, including basic networking support, server room familiarity, cabling, and rack & stack activities where required.

Proactive Support and Continuous Improvement

This role also involves proactive measures to enhance the IT environment and user experience:

• Provide proactive support by identifying and resolving performance issues before impact, utilizing performance monitoring tools such as Nexthink or similar.
• Share knowledge and provide guidance or training to improve colleague experience and technology adoption.
• Support local projects such as office moves, hardware deployments, and upgrades as assigned.

Required Qualifications and Experience

Candidates must meet the following non-negotiable requirements:

• 7+ years of relevant IT Support experience, specifically in hands-on, end-user support.
• Strong experience in a corporate or enterprise environment supporting over 100 professional end users.
• Proven experience delivering onsite IT support.
• A Bachelor’s Degree is required; a technical degree is preferred but not mandatory.
• Excellent English communication skills, both spoken and written.

Preferred Background

Candidates with experience in the following sectors will be prioritized:

• Consulting or Professional Services.
• Big 4 firms.
• Banking or Financial Services.
• Large multinational corporate environments.

Work Environment and Eligibility

This position requires a commitment to onsite work and specific eligibility criteria:

• Must be willing to work onsite 5 days/week in Riyadh.
• Comfortable providing occasional after-hours and weekend support for emergencies.
• Proficiency in supporting both Windows and Mac environments is essential.
• Candidates already based in Saudi Arabia are strongly preferred. Consideration for candidates outside Saudi Arabia will only be given if the profile is outstanding, with no relocation package provided.

Equal Opportunity

Marsh McLennan is committed to fostering a diverse, inclusive, and flexible work environment. The company provides equal employment opportunity in accordance with applicable laws and internal policies.