Marsh & McLennan Senior Analyst in Warsaw, Poland

Mercer is a global consulting leader in talent, health, retirement and investments. Mercer helps clients around the world advance the health, wealth and performance of their most vital asset – their people. Mercer's 20,000 employees are based in more than 40 countries. Mercer is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), a global team of professional services companies offering clients advice and solutions in the areas of risk, strategy and human capital.

Due to the team rapid expansion Mercer is seeking candidates for the following position based in the Warsaw office:

Customer Support Senior Specialist Mercer Software Support Desk

Responsibilities:

Providing telephone and email software support to our external and internal clients on a basis 24h/5days. Interacting with internal and external clients/teams via phone and/or email to resolve Tier 1 technical issues with client specific databases. Following established procedures to track and document calls and emails. Updating incidents’ information and knowledge base in the iSupport system. Identify recurring issues utilizing the ticket tracking system. Formulating ideas to avoid recurring issues. Discussing ideas with Team Leader.

Identify opportunities to streamline and automate processes.

Provide assistance with special projects as needed.

Identify processes areas which have potential for process improvements and bring them to the attention of the necessary stakeholders. Identify escalation paths, in case of low responsiveness of internal stakeholders. Assisting with software training in both formal and informal settings. (Training sessions are typically web based with internal and/or external clients).

Coach less experienced MSSD Team members on software products, ticketing system, and troubleshooting to quickly resolve technical issues.