Senior Analyst - IT Support

Company:Marsh

Description:

We are seeking a talented individual to join our team. This role will be based in Milan.

We will count on you to:

You will join the Marsh McLennan Group IT support team, which provides support for technology assets and manages incidents for internal customers (colleagues), provides training on the tools used, and manages the IT infrastructure for the Oliver Wyman Group company.

What you will love:

• A close-knit team

• Working in a dynamic, collaborative, attentive, and stimulating international environment

• Supporting the Oliver Wyman Group branch in Italy and Greece (over 200 employees)

• Working in a constantly evolving environment and supporting various IT projects

• Interacting with various international corporate teams

What you need to have: 

• Analyze and resolve first- and second-level incidents

• Prepare, provide support, and deliver laptops and phones used by our employees

• Manage escalated incidents or requests requiring higher technical expertise or the involvement of subject matter experts internationally

• Monitor activities using our internal incident management tool ServiceNow (opening, managing, and resolving/closing cases)

• Collaborate with international IT teams and participate in migrations and rollouts

Prerequisites:

• At least 3 years of experience, ideally in an IT services company

• Good knowledge of the Windows operating system and laptop hardware

• Demonstrate good interpersonal skills and teamwork ability

• Ability to work under pressure, appropriately manage priorities and available time

• Autonomous, rigorous, motivated, and focused on internal customer satisfaction

• Ability to summarize and manage multiple issues simultaneously

• Effective communication

• Critical thinking, providing suggestions

What makes you stand out?

• Your motivation and mental attitude

• Your knowledge of the IT world

• Your expertise in providing IT support

• Your focus on internal customer satisfaction

• A good level of English, both written and spoken

• Knowledge of ServiceNow, willingness to travel occasionally, and willingness to work exceptional weekends will be considered a plus.

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.

ITA

Cosa ti aspetta:

Entrerai a far parte del team di supporto IT del Gruppo MarshMcLennan, che fornisce assistenza sugli asset tecnologici e gestisce gli incident dei Clienti interni (colleghi), si occupa della formazione sugli strumenti utilizzati e gestisce l'infrastruttura IT per la società del gruppo Oliver Wyman.

Cosa ti piacerà:

• Un team affiatato
• Lavorare in un ambiente internazionale dinamico, collaborativo, attento e stimolante
• Supportare la filiale del gruppo Oliver Wyman in Italia e in Grecia (oltre 200 dipendenti)
• Lavorare in un ambiente in continua evoluzione e supportare i vari progetti IT
• Interagire con i diversi team internazionali aziendali

Contiamo su di te per:

• Analizzare e risolvere gli interventi di primo e secondo livello
• Preparare, fornire supporto e consegnare i laptop e i telefoni utilizzati dai nostri dipendenti
• Gestire escalation di incident o richieste che richiedano competenze tecniche più elevate o l'intervento di subject matter experts a livello internazionale
• Monitorare le attività tramite il nostro strumento interno di incident management

ServiceNow (apertura, gestione e chiusura dei casi)

• Collaborare con i team IT internazionali e partecipare a migrazioni e roll-outs

Prerequisiti:

• Almeno 3 anni di esperienza, idealmente in un'azienda di servizi IT
• Buona conoscenza del sistema operativo Windows e dell’hardware dei laptop
• Dimostrare buone capacità interpersonali e capacità di lavorare in team
• Essere in grado di lavorare sotto stress, gestire opportunamente le priorità e il tempo a disposizione
• Essere autonomi, rigorosi, motivati e orientati alla soddisfazione dei Clienti interni
• Capacità di riassumere e gestire più problemi contemporaneamente
• Comunicare efficacemente
• Avere spirito critico, fornire suggerimenti

Cosa farà la differenza:

• La tua motivazione e il tuo atteggiamento mentale
• La tua conoscenza del mondo IT
• La tua competenza nell’erogare supporto IT
• Il tuo orientamento alla soddisfazione dei Clienti interni
• Un buon livello di inglese, sia scritto che parlato
• Sarà considerato un plus la conoscenza di ServiceNow, la disponibilità ad effettuare trasferte saltuarie e di lavorare eccezionalmente nel weekend

Marsh McLennan (NYSE: MMC) is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marshmclennan.com, or follow 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.