IT Support Analyst

Company:Marsh

Description:

Marsh is looking for an experienced IT support professional with strong technical foundations, a positive and adaptable attitude with a proven track record of delivering excellence to join our team in Cluj-Napoca as an IT Support Analyst. This role will be based in Cluj, Romania. This is a hybrid role that has a requirement of working four days in the office.

In this role, you will provide technical support to colleagues across multiple business areas, taking ownership of complex hardware, software, and device-related issues. You will play an important part in ensuring reliable IT services, maintaining high service standards, and contributing to continuous improvement initiatives.

Working within a collaborative, global environment, you will deliver support through various channels, some of which include phone, chat, and in-person interactions, while helping colleagues make the most of their technology.

We will count on you to:

• Provide high-quality IT support to internal users, diagnosing and resolving hardware, software, operating system, and mobile device issues.
• Deliver technical assistance through multiple channels, including phone, chat, and onsite support.
• Configure, deploy, maintain, and troubleshoot laptops, desktops, and other end-user devices, including performing tune-ups, device rebuilds and reimaging.
• Manage incidents and service requests through ServiceNow IT ticketing system, ensuring accurate documentation, timely resolution, and appropriate escalation.
• Investigate and resolve complex technical issues independently, collaborating with specialised IT teams when necessary.
• Monitor device performance using tools such as Nexthink to identify potential issues and proactively provide support and improve the end-user experience.
• Ensure support activities comply with ITIL processes, agreed KPIs, SLAs, and internal service standards.
• Collaborate with engineering and infrastructure teams to address recurring technical issues and improve service delivery.
• Share technical knowledge, provide guidance to junior colleagues, and contribute to process improvements and IT projects.
• Support occasional critical incidents outside regular working hours when required.

What you need to have:

• Several years of relevant experience in IT Support, Desktop Support, Service Desk, or a similar technical support environment.
• Strong technical knowledge of industry-standard desktop operating systems, computer hardware, software applications, and mobile technologies.
• Excellent proven troubleshooting and analytical skills, with the ability to investigate and resolve issues systematically and independently.
• Hands-on experience with device configuration, deployment, maintenance, and troubleshooting.
• Experience using IT service management or ticketing tools, with a good understanding of incident management and ITIL-based processes.
• Familiarity with working in environments where service quality is measured through KPIs and SLAs.
• Strong analytical and problem-solving skills, with the ability to prioritise multiple requests in a fast-paced environment.
• Excellent communication skills in both English and Romanian, combined with a customer-focused and collaborative approach.
• Availability to work onsite in Cluj-Napoca at least four days per week.

What makes you stand out?

• Hands-on experience with Active Directory, BitLocker, Azure Virtual Desktop, enterprise mobility management solutions.
• Experience using Nexthink or similar digital employee experience monitoring tools.
• Previous experience in a high-volume IT support environment, handling complex incidents and escalations.
• The ability to adapt quickly to changing priorities and confidently transition between different support channels and technical areas
• Experience mentoring junior colleagues, sharing technical knowledge, or contributing to service optimisation initiatives.
• A proactive approach to identifying technical risks, improving processes, and learning new technologies.

Working schedule

The role follows two rotating weekly shifts, Monday to Friday:

• Week 1: 09:00–18:00, including a one-hour lunch break.
• Week 2: 10:00–19:00, including a one-hour lunch break.

 
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 an 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; 

• A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary); 

• 30+ days off (including legal days, birthday, public holiday replacements, and benefits options); 

• Performance bonus scheme; 

• Matching charity contributions, charity days off, and the Pay it Forward charity challenge; 

• Core benefits: Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance. 

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh 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 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 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.