Senior Analyst - IT Support

Senior Analyst - IT Support

We are hiring a Senior Analyst - IT Support to join our internal global Tech Hub team in a hands-on hybrid role based in Cluj‑Napoca. This individual contributor role requires a minimum of four days per week in the office and is focused on delivering excellent colleague experience across multiple channels. You will own incident and request handling end-to-end, build and repair endpoints, manage asset records, perform proactive device remediation using Nexthink and similar tools, and collaborate with engineering and other resolver groups.

We will count on you to:

• Provide advanced multi-channel support to global colleagues via in-person, phone, chat and virtual pop-ins, adapting to channel demand and business priorities

• Respond to and resolve incidents and requests end-to-end, escalating with the appropriate level of urgency and performing warm hand-offs to other technical resolver groups

• Build, configure, reconfigure, troubleshoot, repair and re-image laptops, desktops and mobile devices; install, maintain and update MMC software, firmware and mobility solutions

• Log all issues and actions with appropriate documentation in the MMC Tech incident management system in line with standard operating procedures; monitor tickets until resolution or acceptance by the appropriate team

• Route incidents to the correct support teams following defined troubleshooting steps and escalate or follow up until closure

• Proactively identify at‑risk devices using Nexthink and other performance/visibility tools, perform outreach and collaborate with engineering teams to remediate systemic issues

• Assist with audio‑visual setup and operation and support non-desktop technology components at the request of other service towers

• Be available for occasional after‑hours or weekend work to support emergency or critical business needs

What you need to have?

• At least three years' related work experience in technical support or desktop engineering role

• Knowledge of industry standard desktop operating systems, common software and hardware used in an office environment

• Thorough troubleshooting and analysis skills

• Proficient in data analysis and reporting

• Excellent verbal and written communication both in English and Romanian

What makes you stand out?

• Experience in a call centre environment/  service desk environment

• Experience with AD, BitLocker, Azure Virtual Desktop

• Excellent problem-solving skills and a proactive approach to learning

• Ability to adapt quickly to changing priorities and work across multiple support channels

• Commitment to working in a hybrid environment with a professional attitude towards in-office presence

• Proactive approach to incident management

• Experience working to ITIL incident management standards

• Experience in Hardware repair for laptops and desktops

• Experience in mobile device configuration and management

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

• Performance bonus scheme

• 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 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.