Technical Customer Support Analyst - Cigna Healthcare

cigna; Kuala Lumpur; Hybrid; MYR 42,000 - 70,000; Full time

Job summary

Cigna Healthcare, a division of The Cigna Group, is seeking an IT Service Analyst for our Kuala Lumpur office to provide operational support and access management within the IT Service team.

Reporting to the IT Service Desk Team Leader, you will handle incidents, manage end-user device support, and drive process improvements while working a hybrid shift (home weeks and office weeks).

Qualifications

• Two years of experience within an IT support team.
• Incident management experience.
• 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
• SCCM
• Exchange account maintenance
• Networking & patching.

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

IT support

Incident management

Avaya

Call management

Microsoft Office

Windows 10

Active Directory

Citrix

SCCM

Exchange

Networking

Tools

ServiceNow

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.