Position Overview

The Service Desk Analyst role at Marsh & McLennan affects colleagues of all levels, in all of our companies, in every region of the world. 

Being the first point of contact on any technology-related process, application or device, you will be providing first-level technical phone support by diagnosing, reporting and resolving or correcting hardware and software problems.

You will manage all aspects of the installing, maintaining and troubleshooting hardware and software according to company standards – reconfiguring existing systems or performing system upgrades as required.

This will require monitoring and escalating issues until resolution, closure or handoff to a specialized support team.  

Key Responsibilities

• Provides Service Desk support by chat, phone and email, assisting users in diagnosing, reporting and resolving or correcting hardware and software problems
• Installs, maintains and troubleshoots hardware and software according to company standards – reconfigures existing systems and/or performs system upgrades as required
• Logs all issues with appropriate documentation as requested
• Route calls to appropriate support teams as per described troubleshooting steps
• Monitor and escalate issues until resolution, closure or the appropriate group has accepted
• Maintain current knowledge of support knowledge provided through training and the Knowledge Base
• Expected to resolve 75%+ of incoming incidents and attain 95%+ positive Customer Satisfaction feedback score, expected to handle a minimum of 40 incidents per day

Skills & Experience

• This position will require the successful individual to provide technical support to our global colleague base, the shift pattern will be between Monday-Friday, rotated between 5am and 5p as well as rotated cover during Bank Holidays. (Preferred shift 5am-2pm / 6am-3pm)
• Bachelor’s degree in computer science or equivalent is desired
• Minimum 2-3 years’ experience of working within a similar capacity for a Service Desk / Helpdesk/ Call Centre
• Technical Troubleshooting experience is a must
• Familiar with a variety of IT Service Desk concepts, practices, procedures and policies
• Must have excellent verbal and written communication skills
• Essential languages required: English, Cantonese. Also desired: Mandarin, Japanese, Korean 

Attractive remuneration and incentives will be offered to the right candidate.

Job applications should be sent in confidence with details in education, working history and salary expectation to the Human Resources Manager via email or apply below.

We are an Equal Opportunity Employer. Visit us at www.marsh.com/hk

All information received will be kept in strict confidence and be used only for employment-related purposes.