Technical Customer Support Analyst - Cigna Healthcare

Cigna Healthcare; Kuala Lumpur; Hybrid; MYR 67,000 - 112,000; Full time

Job summary

Cigna Healthcare in Kuala Lumpur is seeking an experienced IT Service Analyst to join the Technology, Engineering & Operations group. Reporting to the IT Service Desk Team Leader, you will provide operational support and access management administration within the IT Service team.

The role includes shift-based work: four weeks of 5 AM–2 PM telework, followed by three weeks of 8 AM–5 PM at the office. You will troubleshoot incidents, manage user access, and work with tools like Avaya, SCCM,

Qualifications

• Two years in IT support or helpdesk.
• Experience with Avaya desk phones and mobile devices.
• Experience with a call management system.
• Proficient in Microsoft Office and Windows 10 support.
• Active Directory, Citrix, SCCM, and Exchange account maintenance.
• ITIL knowledge is advantageous.

Responsibilities

• Provide technical support to onsite and remote users (Avaya voice included).
• Install, configure, and support end-user devices (IMAC).
• Manage/monitor IT Service Desk incidents and service requests.
• Manage user access for various applications.
• Identify ways to improve service quality and process efficiency.
• Ensure incidents comply with SLA targets.
• Escalate issues/outages to the IT Service Desk lead.
• Prioritise and allocate requests within IT Support teams.

Skills

Communication

Customer focus

Tools

Avaya

Call management system

Microsoft Office

Windows 10

Active Directory

Citrix

SCCM

Exchange

ServiceNow

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.