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Technical Customer Support Analyst
Mandatory
Posted: By:Hiring Kenya
Company Details
Name:Cigna
Industry:
Insurance
Website:
https://www.cignahealthbenefits.com/
Description:
Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security. Cigna has almost 40,000 employees who service over 80 million customer relationships around the world. Within its international division, a dedicated unit - headquartered in Belgium - focuses on the needs of International Organisations. This unit is specialised in servicing customers in remote areas as well as central hubs with five service centres in each time zone (Miami, Antwerp, Madrid, Nairobi and Kuala Lumpur) and local representations on every continent. When you work at Cigna, you can count on a different kind of career. >> Why join us? Healthy careers Cigna gives you the opportunity to grow and develop professionally and personally. Because we know our success begins with yours. Healthy returns We offer you monetary and non-monetary rewards. Our compensation is differentiated among employees based on responsibilities and performance. Healthy culture We stand
Job Description
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.
Salary: KES Not specified
Otherpay: Benefits
Education: Diploma
Employment Type: Full Time
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