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.

Key Responsibilities

Onsite End-User Support (Primary Focus)

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 MacBooks/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.

Device Deployment, Imaging, and Enterprise Tooling

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

Proactive Support & Continuous Improvement

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.

Required Experience & Qualifications (Non-Negotiable)

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.

Preferred Background (Highly Valued)

We will prioritize candidates with experience in:

Consulting / Professional Services
Big 4
Banking / Financial Services
Large multinational corporate environments

Skills & Competencies

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
Confident supporting senior stakeholders/executives
Comfortable working with local and remote teams across time zones

Eligibility / Practical Requirements

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.

Equal Opportunity

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.

IT Support Senior Analyst