Company:
MarshDescription:
The IT Support Analyst is an entry-level individual contributor role suited to candidates with higher education and a strong interest in technology and customer support. You’ll work as part of a hybrid support model, assisting business colleagues across a range of channels depending on team demand and business needs.
This is a hybrid role with a requirement to work at least four days per week in the Cluj office. Because onsite support is a key part of the role, applicants must be based in Cluj-Napoca or within reasonable commuting distance.
This is a varied role, and no two days are exactly the same. You may be supporting users over the phone or chat, helping a colleague in person, preparing devices, managing support queues, or assisting with proactive service activities. We’re looking for someone who is flexible, dependable, and comfortable adapting to changing priorities while maintaining a consistently high level of service.
Support is delivered across the following channels:
- phone and chat
- In-person / onsite support
We will count on you to:
You will help support Marsh colleagues through our hybrid IT support model, ensuring they receive a responsive, professional, and customer-focused service. Your responsibilities will include:
- Providing day-to-day IT support to business colleagues across multiple support channels
- Collaborating with colleagues across teams and locations in a global “team of teams” environment
- Assisting with the setup, configuration, deployment of laptops, related devices and maintaining accurate lifecycle records
- Performing basic troubleshooting and maintenance of hardware and software
- Helping with laptop tune-ups, rebuilds, and standard configuration activities as required
- Logging, updating, and tracking incidents and requests accurately in the Incident Management system
- Supporting proactive outreach and service improvement initiatives based on performance or service data
- Assisting with the setup and operation of audio-visual hardware when required by the business
- Supporting the administration and maintenance of non-desktop technology infrastructure components at the request of other service teams
- Taking ownership of your own development by completing mandatory learning and actively pursuing opportunities to build your skills and knowledge
What you need to have:
We’re looking for someone with a good base of technical knowledge, strong communication skills, and the right mindset to succeed in a service-focused IT role.
- Around 1 year of related experience in a technical support, service desk, desktop support, or similar IT support role
- Good knowledge of industry-standard desktop operating systems, along with common office hardware and software
- Strong troubleshooting and analytical skills, with the ability to investigate issues in a structured way
- Confidence working with service tools, systems, and basic reporting/data analysis
- Excellent verbal and written communication skills in both English and Romanian
- A professional, reliable, and flexible approach to work
What makes you stand out?
We’d be especially interested in candidates who bring some of the following:
- Experience working in a call centre or high-volume service desk environment
- Familiarity with Active Directory, BitLocker, and Azure Virtual Desktop
- A strong customer-service mindset and the ability to remain calm and professional under pressure
- A proactive attitude and a genuine interest in learning new technologies and processes
- The ability to adapt quickly to changing priorities and move confidently between different support channels
- Experience working to ITIL incident management standards
- Knowledge of hardware repair for laptops and desktops
- Experience with mobile device configuration and management
- A hands-on, team-oriented approach and a willingness to take ownership of issues through to resoluti
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 (up to 20% of your annual salary);
- 30+ days off (including legal days, birthday, public holiday replacements, and benefits options);
- Performance bonus scheme;
- Matching charity contributions, charity days off, and the Pay it Forward charity challenge;
- Core benefits: Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance.