Technical Support Senior Analyst - HIH - Evernorth

Evernorth; Hyderabad; On-site; INR 700,000 - 1,000,000; Full time

Job summary

HIH Technical Support Senior Analyst at Evernorth Health Services provides advanced desktop support for colleagues across offices and a remote workforce. The role is a senior L2 contributor within the Deskside Support Services (DSS) team, resolving complex issues, escalating from L1/L2, and driving service quality with technical expertise and process improvements.

This position participates in technology projects, acts as SME, and collaborates with teams to ensure timely resolution and high

Qualifications

• 4+ years PC/LAN technical experience preferred.
• A+ certification or equivalent combination of education, training, and experience.
• Bachelor's degree or equivalent work experience in technology, hospitality, retail or customer-focused field highly regarded.

Responsibilities

• Provide colleague technical support including hardware diagnostics, configuration, and refresh.
• Software installation and troubleshooting.
• Voice and video network diagnostic and repair.
• Mobile device configuration and diagnosis.
• Recovery testing to confirm system availability after outages.
• Escalate unresolved issues in a timely manner and track hardware inventory.
• Proactively set expectations with colleagues and ensure satisfaction.
• Lead process improvement efforts and update documentation as SME.

Skills

Microsoft Windows

Apple hardware

Networking

IP telecommunications

Audio Visual

Customer service

Communication

Documentation

Education

Bachelor's degree or equivalent

A+ certification

Job description

Position Overview

HIH Technical Support Senior Analyst

The mission of Global Desktop Support (GDS) organization is to provide desktop support to our colleagues at HIH both physical offices and a remote workforce while delivering the best possible experience to our colleagues. We are looking to a Technical Support Senior Analyst to join the Deskside Support Services (DSS) team. The Technical Support Senior analyst is a Senior individual contributor within the L2 Technical Support function, responsible for resolving complex technical issues, acting as an escalation point from L1/L2 support, and driving service quality through technical expertise and process improvement. This role requires deep technical knowledge, strong analytical skills, and the ability to collaborate effectively across teams to ensure timely issue resolution and high customer satisfaction. This role will participate in Technology projects across the organization and be at the forefront of new technologies coming into our organization.

Responsibilities

Technical Assistance Innovation

Provide colleague technical support including but not limited to:

• Computer hardware diagnostic, troubleshooting, configuration, and refresh.
• Software installation and troubleshooting.
• Voice and video network diagnostic and repair.
• Mobile device configuration, training, and diagnosis.
• Recovery testing to confirm availability of systems where outages have occurred.

Manage basic ticket workflows including but not limited to:

• Escalating unresolved issues in a timely manner.
• Maintaining and tracking inventory of hardware in the appropriate systems.
• Proactively setting expectations with colleagues.
• Following up to ensure colleague satisfaction.

Provide proactive support, maintenance, and innovation including but not limited to:

• Interacting with other support groups to restore service and /or identify and correct colleague computing problems.
• Analyzing and identifying trends in issue reporting and develop preventative solutions.
• Leading process improvement efforts and proactively updating documentation.
• Serving as Subject Matter Expert (SME) across the organization.
• Perform other duties and responsibilities, as assigned.

Customer service leadership

• Deliver exceptional customer service.
• Provide training of technology policy and procedure.
• Ensure team provides timely and courteous customer service to colleagues.
• Serve as escalation point within the team to resolve more complex problems.
• Lead Desktop Support Services (DSS) in engaging in more proactive planning.
• Organize and Support DSS to be flexible and adaptable in meeting the changing needs of the organization.

Qualifications

• Strong knowledge of the following is preferred.
• Microsoft operating systems and Microsoft Office.
• Apple hardware and operating systems.
• Networking switches and data networks.
• IP telecommunications systems.
• Audio Visual Systems.
• Capability to analyze problems and use sound judgement for determining solutions.
• Ability to clearly communicate with colleagues and other Technology staff.
• At least 4 Years PC/LAN technical or equivalent experience preferred.
• Aptitude for providing strong customer service through interactions and communications, verbally and written.
• Willingness to complete technical documentation.
• A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.
• Willingness for continuing enhancement of technical skills through education/seminars and interaction with other Technology disciplines.
• Bachelors degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded.
• A+ certification or equivalent combination of education, training, and experience.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.