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Specialist - IT Product Support

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia MMC Corporate Full time

Marsh McLennan Asia Business Services (MMABS) is seeking candidates for the following position at Kuala Lumpur, Corporate Tower:

Specialist - IT Product Support

What can you expect?

  • Interact diverse colleagues and stakeholders from various line of business within MMC
  • Champion change management initiatives relevant to the environment supported

What is in it for you?

  • Provide high quality support to the Operations business across the Pacific Region.
  • IT related training opportunities

We will count on you to:

  • Analyzing incidents received via the service desk platform
  • Provide support to internal and external customers; assist in troubleshooting problems which have surpassed the abilities of other support staff members
  • Diagnose the underlying cause of incidents or performance issues
  • Identify and implement workarounds until the underlying issues are resolved
  • Resolution of incidents and service requests within the agreed Operational Level Agreements
  • Analysis of the databases using SQL and MongoDB queries to aid the troubleshooting process.
  • Provide information to the business through SQL and MongoDB queries.
  • Writing articles in the knowledge base to increase awareness of issues and reduce support call volumes
  • Diagnose and report unresolved issues (defects) in a clear, concise manner to Development Team for resolution
  • Test reported defects that have been corrected
  • Stay current with system information, changes and updates, continually improving understanding of business needs from all stakeholder perspectives, including customers, 3rd party suppliers, and host systems.
  • Monitoring of live service performance and alerting.

What you need to have:

  • At least 4-6 years of relevant experience in product support or in a similar role
  • Experiences with application audit and compliance requirements/processes
  • Advance Microsoft Office skills
  • Excellent verbal and written communication skills
  • Superior customer service skills

​

What makes you stand out:

  • Strong customer support, communication and documentation skills
  • Able to multi-task, with excellent time management and prioritization skills
  • Flexible around working hours – occasional weekends/after-hours work will be required

Marsh McLennan (NYSE: MMC) is the world's leading professional services firm in the areas of risk, strategy and people. The Company's more than 85,000 colleagues advise clients in over 130 countries. With annual revenue of $23 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses. Marsh provides data-driven risk advisory services and insurance solutions to commercial and consumer clients. Guy Carpenter develops advanced risk, reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities. Mercer delivers advice and technology-driven solutions that help organizations redefine the world of work, reshape retirement and investment outcomes, and unlock health and well being for a changing workforce. Oliver Wyman serves as a critical strategic, economic and brand advisor to private sector and governmental clients. For more information, visit , or follow us on LinkedIn and X.

Marsh McLennan is committed to creating 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, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person