Senior Analyst – Onsite Technical Support
Job Description
<p>Oliver Wyman is a global leader in management consulting. With offices in more than 70 cities across 30 countries, Oliver Wyman combines deep industry knowledge with specialized expertise in strategy, operations, risk management, and organization transformation. The firm has more than 6,000 professionals around the world who work with clients to optimize their business, improve their operations and risk profile, and accelerate their organizational performance to seize the most attractive opportunities.</p><p><br></p><p>Oliver Wyman is a business of Marsh McLennan [NYSE: MMC]. For more information, visit www.oliverwyman.com. Follow Oliver Wyman on Twitter @OliverWyman.</p><p><br></p><p><strong><u>The Opportunity: </u></strong></p><p><br></p><p>This role provides support to end users across multiple operating companies by installing and assisting with the operation of their workstations, business applications, and related equipment.</p><p>May manage staff performance and quality of service provided.</p><p><br></p><p><strong><u>Key Responsibilities:</u></strong></p><p><br></p><ul><li>Supports team’s abilities and functions through positive customer relations.</li><li>Contributes to the improvement and enhancement of processes and procedures.</li><li>Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team members.</li><li>Proactively seeks development opportunities and relevant training, in addition to completing all mandatory training requirements.</li><li>Performs installation, training, maintenance, troubleshooting and repair of all OpCo desktop hardware and software technology.</li><li>Assists in the setup and operation of audio visual hardware as required by end user.</li><li>Determines appropriate hardware and software based on corporate policy and end user requirements.</li><li>Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues.</li><li>Escalates incidents and questions to appropriate support groups.</li><li>Ensures all service feedback and updates are provided in a timely manner to all stakeholders.</li><li>Disconnects, moves and reconnects desktop technology hardware for single user, multi-user and office moves.</li><li>Supports events such as infrastructure changes, software releases, BCP etc.</li><li>May assist in administration and maintenance of non-desktop technology infrastructure components at the request of other service towers.</li><li>May assist in installation, maintenance, troubleshooting and repair of office telephony systems.</li><li>Uses corporate incident management system to record and track all support work.</li><li>Maintains accurate hardware and software records for corporate assets.</li><li>Performs time tracking tasks as required.</li><li>May assist with the procurement of hardware and software</li><li>Performs duties as assigned by management, including but not limited to project execution and disaster recovery activities.</li></ul><p><br></p><p><strong><u>Required Experience:</u></strong></p><p><br></p><ul><li>Associates degree in a technology related discipline</li><li>OR a combination of work experience, education and training equivalent to a two-year college degree in a technology related discipline.</li><li>Minimum of five years related work experience.</li><li>Strong knowledge of company desktop operating systems and software.</li><li>Good general knowledge of standard computer hardware.</li><li>Fluent in English.</li></ul><p><br></p><p><strong><u>Required Skills and Attributes:</u></strong></p><p><br></p><ul><li>Superior customer service skills.</li><li>Ability to work within a team environment.</li><li>Ability to independently plan, organize and prioritize one’s own activities.</li><li>Ability to provide short term cover for manager during absence of regular line manager.</li><li>Ability to independently plan, organize and prioritize a small team’s activities.</li><li>Ability to express ideas clearly in both written and oral communications.</li><li>Good presentation skills.</li><li>Ability to train both business colleagues and technology colleagues.</li><li>A+ certification preferred.</li><li>Microsoft or other certifications desired (i.e. MSCDT, MCP, MCSE).</li><li>Ability to work in a typical office environment.</li><li>Ability to lift and move desktop and other related hardware.</li><li>Frequent, local travel may be required depending on location.</li><li>Occasional, distant travel may be required.</li><li>Occasional evening and weekend work may be required.</li></ul><p><br></p><p><strong><u>Why Oliver Wyman?</u></strong></p><p><br></p><p>Working as part of our global, entrepreneurial company, you’ll do meaningful work from day one. We’re looking for individuals who challenge the norm, and constantly strive to build something new for the firm and the world around us.</p><p><br></p><p>At Oliver Wyman we do not unlawfully discriminate against anyone and we are particularly mindful of the requirements to prohibit discrimination based on nine protected characteristics namely: age, disability, gender reassignment, race, religion or belief, sexual orientation, sex, marriage and civil partnership and pregnancy and maternity – we want you to bring your authentic self and be someone who enjoys working within a diverse and talented team. Additionally, we pay close attention to work/life balance and family life, military status and personality types.</p>
