IT Support Senior Analyst

We are recruiting a Senior Analyst, IT Support to provide dedicated, hands‑on onsite end‑user IT support
.

This is a senior, client‑facing support role (not a call center/helpdesk‑only position). You will own the full support process—diagnosis, troubleshooting, resolution, and escalation—while delivering service in line with agreed KPIs and SLAs
. The ideal candidate understands the pace, professionalism, and urgency expected in a consulting / professional services environment.

• Provide onsite support to colleagues using multiple channels (in‑person and virtual support as needed).
• Diagnose, troubleshoot, and resolve hardware/software issues for end users in an enterprise environment.
• Provide support for both Windows laptops and Mac Books/macOS users.
• Support and troubleshoot:
• Microsoft Office and standard corporate applications
• Corporate mobile devices and mobility technology
• Printers and peripherals
• AV / meeting room systems and conference room technology
• Deliver a high level of service to colleagues, including senior stakeholders/executives
  , with strong communication and professionalism.
• Accurately log, track, and document incidents and requests within the incident management system and ensure timely resolution/escalation.

• Perform laptop builds, configuration, troubleshooting, and re‑imaging as required.
• Support laptop imaging and deployment processes, including Windows Autopilot (or similar tools).
• Support Mobile Device Management (MDM) processes and device compliance requirements.
• Execute onsite troubleshooting activities, including:
• Basic networking support
• Server room familiarity
• Cabling, and rack & stack activities where required
• Provide proactive support by identifying and resolving performance issues before impact (e.g., using performance monitoring tools such as Nexthink or similar).
• Share knowledge and provide guidance/training to improve colleague experience and technology adoption.
• Support local projects such as office moves, hardware deployments, and upgrades as assigned.

• 7+ years of relevant IT Support experience (hands‑on, end‑user support).
• Strong experience in a corporate/enterprise environment supporting professional end users.
• Experience supporting 100+ users
  .
• Proven experience delivering onsite IT support (not remote‑only).
• Bachelor’s Degree required (technical degree preferred but not mandatory).
• Excellent English communication (spoken and written).
• Arabic is a plus but not required.

• Consulting / Professional Services
• Strong troubleshooting and analytical problem‑solving skills
• Excellent customer service mindset and colleague‑first approach
• Strong organization, prioritization, and ownership of tasks
• Professional, calm under pressure, and able to handle urgent issues appropriately
• Comfortable working with local and remote teams across time zones

• Candidates already based in Saudi Arabia are strongly preferred
  .
• Candidates outside Saudi Arabia may be considered only if the profile is outstanding.
• No relocation package — candidates must be comfortable with this.
• Must be willing to work onsite 5 days/week in Riyadh.
• Must be comfortable providing occasional after‑hours and weekend support in emergencies.
• Must be comfortable supporting both Windows and Mac environments.

Marsh McLennan is committed to creating a diverse, inclusive, and flexible work environment. We provide equal employment opportunity in line with applicable laws and company policies.