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Marsh & McLennan Software Support Analyst - Tier 2 in Toronto, Ontario

The Software Support Analyst helps to resolve issues, working with clients (primarily internal, occasionally external), other IT departments and suppliers as appropriate; Helps to provide support until tickets are resolved. Assists in troubleshooting activities to resolve moderately complex issues reported by users, as well as troubleshoot system-triggered alerts and triage issues to the appropriate technology groups. Specific Accountabilities: Acknowledges, updates and resolves incidents in the company’s incident management and tracking tool (CA Incidents Mgmt Tool) Investigates and diagnoses incidents Provides caller an estimated time for resolution within ticket handling SLA timeframes Monitors assigned incidents and prioritizes accordingly Reviews all open, in-work, and pending incidents within ticket handling SLAs Provides incident resolution and recovery Communicates with caller regarding status of incident Updates knowledgebase entries; c reates and maintains systems Frequently Asked Questions and Answers (FAQ) and procedures to effectively reply to users queries Determines escalation if unable to resolve Works closely with Tier 1 team as well as Tier 3 project teams Identifies misrouted tickets and re-assigns them appropriately; if correct assignment is not known, makes note in the ticket and assigns it to the correct regional/operational service desk for re-assignment Requirements 1-5 years of SW / application support Outstanding customer service focus Strong problem solving and analytical skills Excellent written and verbal communication skills Good knowledge of software development life cycle Must be familiar with WEB based apps behavior Ability to work in a fast-paced, dynamic environment with changing priorities Previous Tier2 experience preferably in the brokerage industry is an asset Solid knowledge of Excel an asset In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Marsh will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations. If you require a specific accommodation because of a disability or a medical need, feel free to contact Claudia Walter at (514) 841 7880 or Marsh is a global leader in insurance broking and risk management. In more than 130 countries, our experts in every facet of risk and across industries help clients to anticipate, quantify, and more fully understand the range of risks they face. We work with clients of all sizes to define, design, and deliver innovative solutions to better quantify and manage risk. We offer risk management, risk consulting, insurance broking, alternative risk financing, and insurance program management services to businesses, government entities, organizations, and individuals around the world. To every client interaction we bring an unmatched combination of deep intellectual capital, industry-specific expertise, global experience, and collaboration. Since 1871, clients have relied on Marsh for trusted advice, to represent their interests in the marketplace, make sense of an increasingly complex world, and help turn risks into new opportunities for growth. Our more than 30,000 colleagues work on behalf of our clients, who are enterprises of all sizes in every industry, and include individuals, multinational organizations, and government entities worldwide. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Visit for more information and follow us on LinkedIn and Twitter @MarshGlobal Marsh and its separately incorporated operating entities around the world are part of Marsh & McLennan Companies, a publicly held company (ticker symbol: MMC). Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, pension, 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: 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: . R067430-en R067430