IT Support Senior Analyst

Senior Analyst, IT Support – Delivering Exceptional Onsite End-User IT Solutions

We are seeking a highly skilled and experienced Senior Analyst, IT Support to join our dynamic team and provide dedicated, hands-on onsite end-user IT support. This is a senior, client-facing role that demands a proactive approach to troubleshooting, problem resolution, and service delivery within a fast-paced consulting and professional services environment. The ideal candidate will take ownership of the full support lifecycle—from initial diagnosis and resolution to escalation—while ensuring adherence to key performance indicators (KPIs) and service level agreements (SLAs).

Key Responsibilities

As a Senior Analyst, IT Support, you will be responsible for delivering high-quality onsite support to colleagues across multiple platforms and technologies. Your role will encompass the following core responsibilities:

• Onsite End-User Support (Primary Focus):
  • Provide in-person and virtual support to colleagues, ensuring prompt and effective resolution of hardware and software issues in an enterprise environment.
  • Deliver expert-level support for both Windows laptops and MacBooks/macOS users, addressing a wide range of technical challenges.
  • Troubleshoot and resolve issues related to Microsoft Office and standard corporate applications, ensuring seamless productivity for end users.
  • Support and manage corporate mobile devices and mobility technology, including configuration, troubleshooting, and compliance.
  • Assist with printers, peripherals, AV systems, meeting room technology, and conference room equipment, ensuring optimal functionality for all users.
  • Engage with senior stakeholders and executives, delivering professional, high-level service with clear communication and accountability.
  • Accurately log, track, and document all incidents and requests within the incident management system, ensuring timely resolution and appropriate escalation when necessary.
• Device Deployment, Imaging, and Enterprise Tooling:
  • Perform laptop builds, configurations, troubleshooting, and re-imaging to maintain a standardized and secure IT environment.
  • Support laptop imaging and deployment processes, including the use of Windows Autopilot or similar enterprise-grade tools.
  • Manage Mobile Device Management (MDM) processes, ensuring device compliance and security across the organization.
  • Conduct onsite troubleshooting activities, including basic networking support, server room familiarity, cabling, and rack & stack activities as required.
• Proactive Support & Continuous Improvement:
  • Leverage performance monitoring tools such as Nexthink to identify and resolve potential issues before they impact end users.
  • Share knowledge and provide guidance to colleagues, fostering a culture of continuous learning and improved technology adoption.
  • Support local projects, including office moves, hardware deployments, and upgrades, ensuring minimal disruption to business operations.

Required Experience & Qualifications

To excel in this role, you must meet the following criteria:

• 7+ years of relevant IT support experience, with a strong focus on hands-on, end-user support in a corporate or enterprise environment.
• Proven experience supporting 100+ users in a professional services, consulting, or large multinational corporate setting.
• Extensive experience delivering onsite IT support (not limited to remote-only assistance).
• A Bachelor’s Degree (technical degree preferred but not mandatory).
• Excellent English communication skills (spoken and written).
• Proficiency in Arabic is a plus but not a requirement.

Preferred Background (Highly Valued)

While not mandatory, candidates with experience in the following areas will be given priority consideration:

• Consulting or professional services environments, particularly within the Big 4 or Banking/Financial Services sectors.
• Large multinational corporate environments with complex IT infrastructures.

Skills & Competencies

To thrive in this role, you should possess the following skills and competencies:

• Strong troubleshooting and analytical problem-solving skills, with the ability to diagnose and resolve complex technical issues efficiently.
• Excellent customer service mindset, with a colleague-first approach and a commitment to delivering exceptional support.
• Strong organizational and prioritization skills, with the ability to manage multiple tasks and deadlines in a fast-paced environment.
• Professionalism under pressure, with the ability to handle urgent issues calmly and effectively.
• Confidence in supporting senior stakeholders and executives, demonstrating clear communication and technical expertise.
• Flexibility to work with local and remote teams across different time zones.

Eligibility & Practical Requirements

To be considered for this role, you must meet the following eligibility criteria:

• Candidates already based in Saudi Arabia are strongly preferred. Candidates outside Saudi Arabia may be considered only if their profile is outstanding.
• No relocation package is provided—candidates must be comfortable with this arrangement.
• Willingness to work onsite five days per week in Riyadh.
• Availability to provide occasional after-hours and weekend support in emergencies.
• Comfortability in supporting both Windows and Mac environments.

Equal Opportunity

Marsh McLennan is committed to fostering a diverse, inclusive, and flexible work environment. We provide equal employment opportunities in line with applicable laws and company policies, ensuring fairness and equity for all candidates and employees.