Remote IT Service Desk Analyst

Cigna Healthcare; Kuala Lumpur; Hybrid; MYR 42,000 - 60,000; Full time

Job summary

Cigna Healthcare in Kuala Lumpur is seeking an experienced IT Service Analyst to join the Technology, Engineering & Operations group. The role reports to the IT Service Desk Team Leader and provides operational support, access management administration, and strives to improve service quality.

The position involves shift-based work, including one month cycling: 5 AM–2 PM from home every four weeks, followed by 8 AM–5 PM in the office for the next three weeks, enabling flexible delivery of IT

Qualifications

• Two years of experience within an IT support team.
• Experience with Avaya desk phones and a call management system.
• Proficient in Microsoft Office, Windows 10, and Active Directory.

Responsibilities

• Provide technical support to onsite and remote users (Avaya Level 1 voice).
• Install, configure, and support end-user devices (IMAC).
• Manage incidents and service requests via the call management system.
• Administer user access for multiple applications.
• Identify ways to improve service quality and process efficiency.
• Ensure incidents meet SLA targets and escalate as needed.
• Prioritise and allocate requests within IT support teams.

Skills

IT support

Incident management

Avaya setup

Call management system

Microsoft Office

Windows 10

Active Directory

Citrix

SCCM

Exchange

Networking

Tools

Avaya

ServiceNow

SCCM

Exchange

Citrix

Call management system

Job description

Cigna Healthcare in Kuala Lumpur is seeking an experienced IT Service Analyst to join the Technology, Engineering & Operations group. The role reports to the IT Service Desk Team Leader and provides operational support, access management administration, and strives to improve service quality.

The position involves shift-based work, including one month cycling: 5 AM–2 PM from home every four weeks, followed by 8 AM–5 PM in the office for the next three weeks, enabling flexible delivery of IT