Technical Support Associate Analyst at Cigna

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.

Main duties and responsibilities:

• 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.

Required Skills (Essential):

• Minimum three years of experience within IT 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 11 migration experience

• Avaya/Cisco Telephony skills

• ITIL foundation certification

About The Cigna Group