IT Support and Analytics Analyst

The IT Support & Analytics Analyst will provide frontline technical support to internal stakeholders while also contributing to data analysis and continuous improvement initiatives. This role combines hands-on IT support with analytical responsibilities, ensuring efficient service delivery, issue resolution, and proactive identification of trends and risks.

This is an on-site position requiring advanced/fluent English to support global stakeholders.

Key Responsibilities:

IT Support

• Provide technical support to colleagues via in-person, phone, and virtual channels

• Install, configure, maintain, and troubleshoot hardware, software, and mobile devices

• Manage and resolve incidents and service requests, ensuring proper escalation when required

• Log, track, and document all support activities in IT service management tools (e.g., ServiceNow)

• Perform system maintenance, updates, and re-imaging as needed

• Ensure effective communication and follow-up with users regarding incidents and resolutions

• Route and coordinate issues with specialized technical teams

Analytics - Complementary Responsibilities

• Analyze data from platforms such as ServiceNow, Nexthink, MoveWorks, or similar tools

• Identify trends, recurring issues, and at-risk devices or systems

• Develop and maintain reports and dashboards to monitor KPIs and IT service performance

• Provide data-driven insights and recommendations to improve service quality and efficiency

• Support root cause analysis and continuous improvement initiatives

• Collaborate with cross-functional teams to implement solutions and optimize processes

Required Qualifications:

• 3-5 years of experience in IT Support, Service Desk, or related roles

• Experience with incident management processes and ITSM tools (e.g., ServiceNow)

• Strong technical knowledge of hardware and software troubleshooting

• Advanced English proficiency (spoken and written)

• Ability to work on-site and manage multiple priorities in a fast-paced environment

• Strong communication and stakeholder management skills

Preferred Qualifications:

• Experience with reporting and analytics tools (Power BI, Tableau, or similar)

• Knowledge of Nexthink, MoveWorks, or similar monitoring tools

• Basic knowledge of SQL, Python, or data analysis concepts

• Experience with root cause analysis and continuous improvement methodologies

Key Competencies:

• Analytical thinking and problem-solving

• Customer service orientation

• Proactivity and ownership mindset

• Ability to work under pressure

• Collaboration and teamwork

• Adaptability in a global environment

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 corporate.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.