Senior Analyst - IT Support
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Key skills for this role
About the Role
Marsh is hiring a Senior Analyst, IT Support to provide dedicated onsite end-user IT support in Riyadh. The role requires 7+ years of hands-on IT support experience in a corporate environment, supporting Windows and Mac environments, and delivering service in line with KPIs and SLAs.
Key Skills for This Role
Responsibilities
- Provide onsite support to colleagues using multiple channels (in person and virtual support as needed)
- Diagnose, troubleshoot, and resolve hardware/software issues for end users in an enterprise environment
- Support both Windows laptops and MacBooks/macOS users
- Support and troubleshoot Microsoft Office, corporate mobile devices, printers, peripherals, and AV/meeting room systems
- Accurately log, track, and document incidents and requests within the incident management system
- Perform laptop builds, configuration, troubleshooting, and re imaging
- Support laptop imaging and deployment processes, including Windows Autopilot
- Support Mobile Device Management (MDM) processes and device compliance requirements
- Provide proactive support by identifying and resolving performance issues before impact
Requirements
- 7+ years of relevant IT Support experience (hands on, end user support)
- Strong experience in a corporate/enterprise environment supporting professional end users
- Experience supporting 100+ users
- Proven experience delivering onsite IT support (not remote only)
- Bachelor's Degree required
- Excellent English communication (spoken and written)
Full Job Posting
About the Role
- We are recruiting a Senior Analyst, IT Support to provide dedicated, hands on onsite end user IT support.
- This is a senior, client facing support role (not a call center/helpdesk only position). You will own the full support process—diagnosis, troubleshooting, resolution, and escalation—while delivering service in line with agreed KPIs and SLAs.
Key Responsibilities
- Provide onsite support to colleagues using multiple channels (in person and virtual support as needed).
- Diagnose, troubleshoot, and resolve hardware/software issues for end users in an enterprise environment.
- Provide support for both Windows laptops and MacBooks/macOS users.
- Support and troubleshoot Microsoft Office and standard corporate applications, corporate mobile devices, printers, peripherals, and AV/meeting room systems.
- Deliver a high level of service to colleagues, including senior stakeholders/executives.
- Accurately log, track, and document incidents and requests within the incident management system.
- Perform laptop builds, configuration, troubleshooting, and re imaging as required.
- Support laptop imaging and deployment processes, including Windows Autopilot.
- 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.
- Provide proactive support by identifying and resolving performance issues before impact.
- Share knowledge and provide guidance/training to improve colleague experience.
Required Experience & Qualifications
- 7+ years of relevant IT Support experience (hands on, end user support).
- Strong experience in a corporate/enterprise environment supporting professional end users.
- Experience supporting 100+ users.
- Proven experience delivering onsite IT support (not remote only).
- Bachelor’s Degree required (technical degree preferred but not mandatory).
- Excellent English communication (spoken and written).
Preferred Background
- Consulting / Professional Services
- Big 4
- Banking / Financial Services
- Large multinational corporate environments
Eligibility / Practical Requirements
- Candidates already based in Saudi Arabia are strongly preferred.
- No relocation package.
- Must be willing to work onsite 5 days/week in Riyadh.
- Must be comfortable providing occasional after hours and weekend support in emergencies.
- Must be comfortable supporting both Windows and Mac environments.
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