Technical Customer Support Analyst

Cigna International Health Services; Kuala Lumpur; Hybrid; MYR 40,000 - 70,000; Full time

Job summary

Cigna International Health Services in Kuala Lumpur, Malaysia, seeks an IT Service Desk Support professional to provide operational support and access management across the IT Service team. The role includes shift-based work with home and office days in a hybrid arrangement.

You will handle Avaya voice support, IMAC tasks, and incident management, while ensuring SLA targets are met. Strong communication and Windows 10 expertise are essential.

Qualifications

• Two years of IT support experience.
• Incident management experience.
• Experience with Avaya desk phone setup.
• Experience with a call management system.
• Proficient in Microsoft Office.
• Windows 10 support and hardware knowledge.
• Active Directory exposure.
• Citrix and SCCM familiarity.
• Exchange account maintenance.
• Networking & patching experience.
• Strong communication skills.

Responsibilities

• Provide technical support (including Avaya level 1 voice support) to onsite and remote users.
• Install, configure, and support end-user devices (IMAC).
• Manage/monitor IT Service Desk Incidents and Service Requests via the call management system.
• Manage User system access for various applications.
• Identify improvements to quality and efficiency of processes.
• Ensure incidents are managed per SLA targets.
• Escalate issues/outages to the IT Service Desk team leader.
• Prioritize and allocate requests within IT Support teams.

Skills

Incident management

IT support experience

Windows 10 support

Communication skills

Customer service oriented

Microsoft Office proficiency

Team collaboration

Tools

Avaya desk phone

Call management system

Active Directory

Citrix Support

SCCM

Exchange account maintenance

Networking & patching

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.