Analyst - Service Desk Technical Support

We are seeking a talented individual to join our** CTSS Service Desk**team at **Marsh & McLennan Asia Business Services (MMABS)**. This role will be based in our Pavilion Damansara Corporate Towers, Kuala Lumpur office. This is a hybrid role that has a requirement of working as per respective team's arrangement.

**Analyst - Service Desk Technical Support**

**CTSS Service Desk**

The team provides comprehensive technical support to colleagues through various channels, addressing hardware and software issues while ensuring timely incident resolution and effective communication. Additionally, they proactively monitor system performance, collaborate with engineering teams to mitigate risks, and offer training to enhance the functionality of MMC systems and devices.

**We will count on you to**:

- ** Multi-Channel Support**: Offer assistance to colleagues via in-person, phone, and virtual channels (e.g., Zoom).
- ** Hardware and Software Management**: Build, install, maintain, troubleshoot, and repair all MMC hardware, software, and mobility technology.
- ** Incident Response**: Address and resolve incidents and requests, escalating them with appropriate urgency when necessary.
- ** Proactive Communication**: Maintain proactive communication and follow-up with colleagues regarding all incidents and requests.
- ** Laptop Reconfiguration**: Reconfigure existing laptops and perform tune-up services as needed.
- ** Documentation and Logging**: Log all issues with proper documentation according to standard operating procedures.
- ** Timely Escalation**: Escalate requests promptly with warm hand-offs to relevant technical resolver groups and route incidents as per troubleshooting guidelines.
- ** Proactive Support Initiatives**: Utilize data from Nexthink and other systems to provide proactive support, collaborate with engineering teams, and offer training on MMC systems and devices.

**What you need to have**:

- A **Bachelor’s Degree in any field**
- ** 2-4 years experience in service desk, technical support and/or troubleshooting**
- ** Ability to understand, speak, read and write English is required**
- Must possess **professional and friendly attitude** and be able to quickly develop a rapport

**What makes you stand out**:

- **Strong analytical skills and detail-oriented to comprehend and summarize appropriate information
- Excellent coordination and listening skill and be able to ask probing questions to understand concerns

**Why join our team**:

- We help you be your best through professional development opportunities, interesting work and supportive leaders.
- We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
- Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

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.