Technical Customer Support Analyst at Cigna

About the job


Cigna, a leading global health insurer, is experiencing an exciting period. We are looking to recruit an experienced IT Service Analyst in Nairobi. The successful candidate will be a member of the Technology, Engineering, and Operations group.
Reporting to the Service Desk Team leader, you will provide operational support and account administration to the Service Desk team.
The successful candidate will be a high-performing individual who is methodical, inquisitive, and passionate about technology and service.
You will work about 66% from the Cigna office and 34% from home.


Main duties and responsibilities


Provide technical support to onsite and remote users.
Install, configure and support (IMAC) end-user devices.
Manage/monitor IT Service Desk Incidents and Service Request via the call management system.
Manage User system access for various applications.
Identify ways to improve the quality of the service provided and/or the efficiency of the processes within the team.
Ensure all incidents are managed following targets set out in SLA.
Escalate any issues/ outages to the IT End User Services Team leader.
Prioritising and allocating all requests within IT Support teams.
Working every 3 weeks on Saturday from 8 AM until 1 PM (from home).
Working every 7 weeks (Mon-Fri) from 4 PM until midnight (from home).


Required Skills


3-5 years of experience within an IT support team
Degree/Diploma in IT or relate field
Incident management skills
Experience with a call management system
Experience with Microsoft Office
Windows 11 support and build experience. ( both OS and pc hardware)
Active Directory
Citrix Support
SCCM
Exchange account maintenance
Networking & patching


Desirable Skills


ITIL Foundation certified.
Microsoft certification.
Experience with Service Now.
Avaya Telephony


About You


Communicate clearly and effectively.
Excellent communication skills and be able to correspond efficiently and effectively. This includes both verbal and written formats.
A positive 'can-do' attitude with a strong commitment to customer support.