IT Customer Support Analyst

at  The Cigna Group

Join our team as IT Technical Customer Support Analyst !, You will be the first line of technical assistance for end-users, troubleshooting hardware, software & network issues. If you have a solid IT foundation, excellent communication skills, and a passion for solving problems, apply now to kick-start your IT career with us.

REQUIRED SKILLS (ESSENTIAL):

• Minimum three years of experience within IT support team.
• Windows 10 support and build experience. ( both OS and PC hardware)
• Citrix Support experience
• Active Directory experience
• SCCM Experience
• Exchange account maintenance
• Incident management skills
• Experience with a call management system
• Experience with Office 2016 & 365
• Experience with Networking/Patching/Server Support

REQUIRED SKILLS (DESIRABLE):

• Microsoft certification
• O365 Knowledge
• Managing small projects from start to finish.
• Windows 10/11 migration experience
• Avaya/Cisco Telephony skills
• ITIL foundation certification

• Provide technical support to onsite and remote users.
• Manage / monitor IT Service Desk Incidents via call management system.
• Prioritize and allocate within IT Support teams all requests.
• Manage User system access for various applications.
• Complete user password resets on various applications.
• Identify ways to improve the quality of the service provided and / or the efficiency of the processes within the IT Service desk.
• Ensure all incidents are managed in accordance with targets set out in SLA.
• Escalate any issues/ outages to IT Service Desk Manager.
• Work as part of a shift rota.
• May be required to work as part of an on-call rota.