Hybrid IT Service Analyst — Remote/Onsite Support

Cigna Healthcare; Kuala Lumpur; Hybrid; MYR 67,000 - 112,000; Full time

Job summary

Cigna Healthcare in Kuala Lumpur is seeking an experienced IT Service Analyst to join the Technology, Engineering & Operations group. Reporting to the IT Service Desk Team Leader, you will provide operational support and access management administration within the IT Service team.

The role includes shift-based work: four weeks of 5 AM–2 PM telework, followed by three weeks of 8 AM–5 PM at the office. You will troubleshoot incidents, manage user access, and work with tools like Avaya, SCCM,

Qualifications

• Two years in IT support or helpdesk.
• Experience with Avaya desk phones and mobile devices.
• Experience with a call management system.
• Proficient in Microsoft Office and Windows 10 support.
• Active Directory, Citrix, SCCM, and Exchange account maintenance.
• ITIL knowledge is advantageous.

Responsibilities

• Provide technical support to onsite and remote users (Avaya voice included).
• Install, configure, and support end-user devices (IMAC).
• Manage/monitor IT Service Desk incidents and service requests.
• Manage user access for various applications.
• Identify ways to improve service quality and process efficiency.
• Ensure incidents comply with SLA targets.
• Escalate issues/outages to the IT Service Desk lead.
• Prioritise and allocate requests within IT Support teams.

Skills

Communication

Customer focus

Tools

Avaya

Call management system

Microsoft Office

Windows 10

Active Directory

Citrix

SCCM

Exchange

ServiceNow

Job description

Cigna Healthcare in Kuala Lumpur is seeking an experienced IT Service Analyst to join the Technology, Engineering & Operations group. Reporting to the IT Service Desk Team Leader, you will provide operational support and access management administration within the IT Service team.

The role includes shift-based work: four weeks of 5 AM–2 PM telework, followed by three weeks of 8 AM–5 PM at the office. You will troubleshoot incidents, manage user access, and work with tools like Avaya, SCCM,