Oliver Wyman - IT Support Senior Analyst - Dubai

IT Support Senior Analyst

Oliver Wyman is now looking to hire an experienced professional as an IT Support Senior Analyst based in our Dubai office! Provides technical support to colleagues both pro-actively & re-actively, via a variety of support channels both inbound and outbound across multiple lines of businesses within MMC. This includes ownership of the support process through effective diagnosis, troubleshooting and resolution for software and hardware related issues either in person or virtually.

Deliver support in accordance with agreed KPIs and SLAs. The role is a hybrid position that requires onsite presence minimum 4 days per week with 1x remote support day. There may be occasional support required during weekends and out of hours during crisis/emergency situations.

Key responsibilities include:

• Reactive Technical Support
• Provide support to all colleagues through a variety of channels
• Assist with building laptops and installing, maintaining, troubleshooting and repair of all MMC hardware, software and mobility technology problems
• Respond to and resolves incidents and requests and escalates with appropriate level of urgency
• Proactively communicates and follows up with colleagues on all incidents and requests
• Reconfigure existing laptops and/or perform tune-up services as required
• Log all issues with appropriate documentation as determined by standard operating procedures
• Escalate requests in a timely manner with warm hand-offs to other technical resolver groups
• Route incidents to appropriate support teams as per described troubleshooting steps
• Monitor and escalate issues until resolution, closure or the appropriate group has accepted
• Use MMC Tech incident management system to record and track all support work

• Proactive Technical Support
• Provide proactive support to all colleagues through a variety of digital channels based on data in Nexthink and other performance management systems
• Collaborate with engineering teams to pro-actively remediate device and systems identified as at risk
• Provide pro-active training and knowledge sharing on MMC systems and devices to maximize functionality usage
• Assist with projects as and when assigned

• Administrative Tasks and Training
• Will require weekend / after-hours work for occasional emergencies
• Adheres to responsibilities such as compulsory training and education as and when required to maintain current knowledge
• Performs time tracking tasks as required to ensure resources are allocated correctly to business requirements

Education:

• Associates degree in a technology related discipline, or a combination of work experience, education and training equivalent to a two-year college in a technology related discipline.

Experience:

• Two years of related work experience in a technical support role.
• Background of working as a technical troubleshooter.

Knowledge and Skills:

• Very strong knowledge of industry desktop operating systems and software.
• Excellent organizational and prioritization skills.
• Through troubleshooting and analysis skills.
• Superior customer service skills.
• Ability to communicate effectively, both verbally and written.
• Ability to work independently and with minimal supervision and under pressure.
• Ability to adapt to a changing environment with a wide degree of creativity and latitude.
• Fluent in English to business level.

Other Requirements:

• Relevant Industry certifications.
• ITSM understanding.
• Ability to work with local and remote teams over different time zones.
• Travel may be required depending on location.
• Occasional evening and weekend work may be required.

Internal Contacts:

• MMC business colleagues – supporting colleagues who contact Colleague Tech Support Services.
• Supervisors & Managers
• Colleagues and peers within other Technology teams on day-to-day support issues.
• Business IT support groups on day-to-day support issues (as required).

External Contacts:

• Third party resolver teams (Dell, HP, Lenovo, BT, Vodafone, AT&T etc.) – day-to-day working relationship for service delivery and support.