Technical Customer Support Senior Analyst

at  The Cigna Group

REQUIRED SKILLS (ESSENTIAL):

• Three years within support team.
• Windows 11 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 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 Telephony skills

• Provide technical support to onsite and remote users.
• Manage / monitor IT Service Desk Incidents via call management system.
• Prioritise 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.