Technical Customer Support Analyst

CIGNA Insurance; Kuala Lumpur; Hybrid; MYR 48,000 - 72,000; Full time

Job summary

Cigna Malaysia is seeking an experienced IT Service Analyst in Kuala Lumpur to join the Technology, Engineering & Operations group. Reporting to the IT Service Desk Team Leader, you will provide operational support and access management within the IT Service team, with shift-based hours including homeworking and office weeks.

The right candidate will be methodical, inquisitive, and passionate about technology and service, able to work effectively with onsite and remote users and to improve

Qualifications

• Two years of experience in an IT support team
• Incident management skills
• Avaya desk phone setup and mobile phones
• Experience with a call management system
• Experience with Microsoft Office
• Windows 10 support and build experience
• Active Directory
• Citrix Support
• SCCM
• Exchange account maintenance
• Networking & patching
• Microsoft certification
• Experience with Service Now.

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 of experience within an IT"

Education

ITIL foundation certified

Tools

ServiceNow

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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
• 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.

Responsibility

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.

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