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IT Support Analyst
2 months ago
Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security.
Cigna has almost 40,000 employees who service over 80 million customer relationships around the world.About the job
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 Nairobi.
This successful candidate will be a member of the Technology, Engineering & Operations group.Reporting to the Service Desk Manager, you will provide operational support, and account administration within the Service Desk team.
The successful candidate will be a high-performing individual who is methodical, inquisitive and has a passion for technology and service.
You will work about 66% from the Cigna office and 34% from home.Main Duties and Responsibilities
Provide technical 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 IT End User Services Manager.
Prioritising and allocating all within IT Support teams all requests.
Working every other week on Saturday from 8 AM until 1 PM (from home).
Requirements
Required Skills
Two years of experience within an IT support team
Incident management skills
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.
Avaya Telephony
About You
Communicate clearly and effectively.
Excellent communication skills and be able to correspond efficiently and effectively. This includes both verbal as well as in a written formats.
A positive 'can-do' attitude with a strong commitment to customer support.
