Technical Customer Support Analyst

Cigna International Health Services Sdn Bhd; Kuala Lumpur; Hybrid; MYR 42,000 - 66,000; Full time

Benefits offered by this job

Hybrid Work Environment

Comprehensive Medical & Well-being

Diverse Insurance Options

Global Exposure

Wellness Initiatives

Travelling Allowance

Job summary

Cigna International Health Services Sdn Bhd is seeking an IT Service Desk professional in Kuala Lumpur to provide operational support and access management within the IT Service team. The role follows a shift pattern with four weeks of early remote work and three weeks of office hours, combining home and on-site duties.

Responsibilities include delivering technical support to users, IMAC device handling, monitoring incidents, and managing user access across applications.

Qualifications

• Two years of experience within an IT support team.
• Incident management skills.
• Experience with Avaya desk phone setup and mobile phones.
• Experience with a call management system.
• Experience with Microsoft Office.
• Windows 10 support and build experience (Both OS and PC hardware).
• Active Directory.
• Citrix Support.
• SCCM.
• Exchange account maintenance.
• Networking & patching.
• Communicate clearly and effectively.
• Excellent communication skills and be able to correspond efficiently and effectively in both verbal and written formats.
• A positive 'can-do' attitude with a strong commitment to customer support.

Responsibilities

• Provide technical support (including Avaya level 1 voice 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 in accordance with targets set out in SLA
• Escalate any issues/outages to the IT Service Desk team leader
• Prioritising and allocating within IT Support teams all requests

Skills

Two years IT support experience

Incident management

Clear communication

Avaya desk phone setup

Microsoft Office proficiency

Active Directory

Citrix support

SCCM

Exchange account maintenance

Networking & patching

Tools

Avaya

Call management system

Windows 10 build/Support

Job description

Reporting to the IT Service Desk Team leader, the successful candidate will provide operational support and access management administration within the IT Service team. The role will involve shift-based work: once every four weeks you will work from 5 AM to 2 PM (home working), and the next 3 weeks you work from 8 AM to 5 PM (office working).

Key responsibilities

• Provide technical support (including Avaya level 1 voice 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 in accordance with targets set out in SLA
• Escalate any issues/outages to the IT Service Desk team leader
• Prioritising and allocating within IT Support teams all requests

About you

• Two years of experience within an IT support team
• Incident management skills
• Experience with Avaya desk phone setup and mobile phones
• Experience with a call management system
• Experience with Microsoft Office
• Windows 10 support and build experience (Both OS and PC hardware)
• Active Directory
• Citrix Support
• SCCM
• Exchange account maintenance
• Networking & patching
• Communicate clearly and effectively
• Excellent communication skills and be able to correspond efficiently and effectively in both verbal and written formats
• A positive 'can-do' attitude with a strong commitment to customer support

About us

Cigna, a leading global health insurer, is going through an exciting period. The successful candidate will be a member of the Technology, Engineering & Operations group.

Cigna International has over 50 years of experience in designing, implementing and managing cross-border health insurance and employee benefits programmes for international organisations, multinational corporations and their international workforce, as well as individual expatriates.

With more than 30000 employees, the company has offices and sales representations in Europe (Belgium (headquarters), the Netherlands, Germany, Italy, the UK and Switzerland), the Middle East (UAE), Africa (Kenya, South Africa), Asia (China, Singapore and Malaysia), Latin America (Chile) and the US (Florida). Cigna International serves around 345,000 plan members on a 24/7 basis in 192 countries.

US-based company

Perks and benefits

• Comprehensive Medical & Well-being Coverage
• Hybrid Work Environment
• Diverse Insurance Options
• Global Exposure
• Wellness Initiatives
• Travelling Allowance