Specialist - Service Desk Technical Support Analyst

    • Louisville, KY

Mercer has an exciting opportunity for a Specialist - Service Desk Technical Support Analyst. This role is critical to the success of the Service Desk and offers excellent opportunities for growth and development.

Responsibilities:

  • Provide Service Desk Support by; supporting users in diagnosing, reporting and resolving or correcting hardware/software problems.
  • Install, maintain and troubleshoot hardware/software according to company standards; reconfigure existing systems and/or perform system upgrades as required.
  • Log all issues with appropriate documentation as requested by Level II and III support teams.
  • Route calls to appropriate support teams as per described troubleshooting steps.
  • Monitor and escalates issues until resolution, closure or the appropriate group has accepted.
  • Operates in a specified role within Global Service Desk (Training, Knowledge Base, Deskside, Process, Ticket reviews, Team Leader cover).

- Onboarding new hire accounts and access

- Training new hires in a classroom style environment

- Mentors, coaches, and supports service desk analysts

• Maintain the Knowledgebase catalogue of articles by validating existing knowledge and adding/updating articles based on new products, services, and procedures in the organization

• Regularly participate in project calls and represents the Global Service Desk

Qualifications:

• 2+ years of experience (preferably in call center environment)

• High school diploma or equivalent

• Strong communication skills, both written and verbal

• Ability to work independently and maintain multiple projects with tight deadlines

• Proficient with MS Office Suite

• Experience using a ticketing system

Marsh & McLennan helps clients identify new opportunities by addressing the full range of risks, facilitating capital flows, and overcoming barriers to investment.

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