Client Services Support Desk Analyst

Mercer is the global leader for trusted Human Resources and related financial advice, products and services. In our work with clients, we make a positive impact on the world every day. We do this by enhancing the financial and retirement security, health, productivity and employment relationships of the global workforce. Mercer has more than 19,000 employees serving clients in over 180 cities and 40 countries and territories worldwide. If you thrive on challenge, are passionate about ideas, love solving problems and truly enjoy connecting with people, we encourage you to explore the hundreds of job opportunities available through Mercer. Our core strengths in consulting, outsourcing and investments place Mercer in a unique position to help our clients achieve the extraordinary - and extraordinary results require extraordinary people. Mercer is an operating unit of Marsh & McLennan Companies.

Marsh & McLennan Companies is a leading global professional services firm with roots dating back to 1871. We employ over 50,000 employees in more than 100 countries with annual revenue exceeding $11 billion. Marsh & McLennan Companies is the parent company of a number of the world's leading risk experts and specialty consultants, including: Marsh, our insurance broker and risk advisor; Guy Carpenter, our risk and reinsurance specialist; Mercer, our provider of HR and related financial advice and services; and Oliver Wyman, our management consultancy.
The Client Services Support Desk Analyst is to provide subject matter expertise to the business. This individual is specialized in a functionalized area(s) and can be considered an expert. This individual must demonstrate strong multi-tasking skills as well as flexibility to changes in priorities as directed by Manager/Senior Team Leader. Areas of focus are: Supporting new and existing Client Technologies during implementation, Ongoing processing, Upgrades, Annual Enrollment, Valuation and Quarter End/Year End Processes on our recordkeeping systems and surrounding applications. This includes project management, problem resolution, testing, documentation and communication of issues. To fulfill this role the Client Services Support Desk Analyst will:

- Complete all Work Requests assigned within designated area and meeting established service level agreements
- Provide technical support to all internal users of business applications within area of expertise
- Apply technical expertise in a specialty area to formulate an approach to a problem. Research, analyze and solve system support requests
- Use experience and well-developed analytical skills as a sound basis for decision making
- Think ahead to anticipate changing business requirements which could affect priorities and plans
- Ensure superior client service to internal and external clients
- Develop an in depth and instinctive understanding of the clients needs, anticipating and managing client expectations and communicating these with team members
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Work with Project Teams to ensure technology related projects are implemented successfully and on time with minimal impact to the production environment, including meeting all appropriate Service Level Agreements (SLAs) for support cases
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Own and effectively manage personal workload, commitments and responsibilities
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Perform peer review of work delivered by team members

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Bachelors degree with a preference for a technical discipline
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Two to five years system development and/or industry experience. Working knowledge of the division's operating system, workflows, and procedures
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Ability to work independently as well as in a team environment
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Excellent customer service skills, organization, communication and problem solving skills
Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, pension and 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: www.mmc.com. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at: www.mmc.com/diversity.