IT Customer Support Analyst

The Cigna Group; Dubai; On-site; AED 90,000 - 120,000; Full time

Job summary

A leading healthcare advocacy organization in Dubai seeks an IT Technical Customer Support Analyst to provide first-line technical assistance for end-users. Responsibilities include managing IT incidents, troubleshooting hardware and software issues, and ensuring service quality. The ideal candidate has a minimum of three years of IT support experience, strong skills in Windows 10, Citrix, and Active Directory, and a passion for solving problems in a dynamic environment.

Qualifications

• Minimum three years of experience within IT support team.
• Experience providing Windows 10 support and build.
• Proficiency in Citrix Support and Active Directory.

Responsibilities

• Provide technical support to onsite and remote users.
• Manage / monitor IT Service Desk Incidents.
• Ensure incidents are managed according to SLA targets.

Skills

Experience within IT support team

Windows 10 support

Citrix Support

Active Directory

SCCM Experience

Incident management skills

Experience with a call management system

Experience with Office 2016 & 365

Networking / Patching / Server Support

Job description

IT Technical Customer Support Analyst

Join our team as IT Technical Customer Support Analyst! You will be the first line of technical assistance for end-users, troubleshooting hardware, software & network issues. If you have a solid IT foundation, excellent communication skills, and a passion for solving problems, apply now to kick-start your IT career with us.

Main duties and responsibilities:

• Provide technical support to onsite and remote users.
• Manage / monitor IT Service Desk Incidents via call management system.
• Prioritize and allocate within IT Support teams all requests.
• Manage User system access for various applications.
• Complete user password resets on various applications.
• Identify ways to improve the quality of the service provided and / or the efficiency of the processes within the IT Service desk.
• Ensure all incidents are managed in accordance with targets set out in SLA.
• Escalate any issues / outages to IT Service Desk Manager.
• Work as part of a shift rota.
• May be required to work as part of an on-call rota.

Required Skills (Essential):

• Minimum three years of experience within IT support team.
• Windows 10 support and build experience (both OS and PC hardware)
• Citrix Support experience
• Active Directory experience
• SCCM Experience
• Exchange account maintenance
• Incident management skills
• Experience with a call management system
• Experience with Office 2016 & 365
• Experience with Networking / Patching / Server Support

Required Skills (Desirable):

• Microsoft certification
• O365 Knowledge
• Managing small projects from start to finish.
• Windows 10 / 11 migration experience
• Avaya / Cisco Telephony skills
• ITIL foundation certification

About Cigna Healthcare:

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.