Technical Customer Support 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

Job Description

Cigna, a leading global health insurer, is going through an exciting period and we are looking to recruit an experienced IT Service Analyst in our Kuala Lumpur office. This successful candidate will be a member of the Technology, Engineering & Operations group.

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 successful candidate will be a high-performing individual who is methodical, inquisitive, and has a passion for technology and service.

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)

Main duties and 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.

Required Skills

• 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

Desirable Skills

• ITIL foundation certified.
• Microsoft certification.
• Experience with Service Now.

About You

• Communicate clearly and effectively.
• Excellent communication skills and be able to correspond efficiently and effectively. This includes both verbal as well as written formats.
• A positive 'can-do' attitude with a strong commitment to customer support.

About The Cigna Group

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.