IT Support Analyst

Location: Cluj-Napoca, Romania; hybrid role requiring work in the office four days per week.

Company

Marsh is a global risk, reinsurance, capital, people, investments, and management consulting company operating in 130 countries.

What you will do

• Provide technical support to internal users through phone, chat, and in-person channels, resolving hardware, software, operating system, and mobile-device issues.
• Configure, deploy, maintain, rebuild, reimage, and troubleshoot laptops, desktops, and other end-user devices.
• Manage incidents and service requests in ServiceNow, documenting resolutions, meeting SLAs and KPIs, and escalating when appropriate.
• Investigate complex issues independently and collaborate with engineering, infrastructure, and specialized IT teams.
• Monitor device performance with Nexthink or similar tools and contribute to service improvements and IT projects.
• Share technical knowledge, mentor junior colleagues, and support occasional critical incidents outside regular hours.

Requirements

• Several years of relevant experience in IT Support, Desktop Support, Service Desk, or a similar technical support environment.
• Strong knowledge of industry-standard desktop operating systems, computer hardware, software applications, and mobile technologies.
• Hands-on experience configuring, deploying, maintaining, and troubleshooting end-user devices.
• Proven troubleshooting, analytical, prioritization, and problem-solving skills, including the ability to work independently in a fast-paced environment.
• Experience with IT service management or ticketing tools and a good understanding of incident management and ITIL-based processes.
• Experience working with service-quality KPIs and SLAs.
• Excellent communication skills in English and Romanian, with a customer-focused and collaborative approach.
• Availability to work onsite in Cluj-Napoca at least four days per week.

Nice to have

• Hands-on experience with Active Directory, BitLocker, Azure Virtual Desktop, and enterprise mobility management solutions.
• Experience with Nexthink or similar digital employee experience monitoring tools.
• Experience in high-volume IT support environments, handling complex incidents and escalations.
• Ability to adapt quickly between support channels and technical areas.
• Experience mentoring junior colleagues, sharing technical knowledge, or optimizing services.
• Proactive approach to identifying technical risks, improving processes, and learning new technologies.

Culture & Benefits

• Two rotating Monday-to-Friday shifts: 09:00–18:00 in week one and 10:00–19:00 in week two, each including a one-hour lunch break.
• Professional development opportunities, supportive leaders, and an inclusive environment focused on collaboration and impact.
• Annual flexible-benefits budget of up to 20% of annual salary and a performance bonus scheme.
• More than 30 days off, including legal days, birthday leave, public-holiday replacements, and benefits options.
• Pension, life and medical insurance, meal vouchers, travel insurance, and charity-related benefits.