Technical Customer Support Analyst

Cigna, a leading global health insurer, is looking to recruit an experienced IT Service Analyst in Nairobi. As a member of the Technology, Engineering, and Operations group, reporting to the Service Desk Team leader, you will provide operational support and account administration to the Service Desk team. This role is ideal for a high-performing individual who is methodical, inquisitive, and passionate about technology and service. The position follows a hybrid model: 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 Requests via the call management system.
• Manage user system access for various applications.
• Identify ways to improve service quality and process efficiency within the team.
• Ensure all incidents are managed following targets set out in Service Level Agreements (SLA).
• Escalate any issues or outages to the IT End User Services Team leader.
• Prioritize and allocate all requests within IT Support teams.
• Shift work: Working every 3 weeks on Saturday from 8 AM until 1 PM (from home) and every 7 weeks (Mon-Fri) from 4 PM until midnight (from home).

Requirements and Qualifications

• 3-5 years of experience within an IT support team.
• Degree or Diploma in IT or a related field.
• Proficiency in incident management and experience with call management systems.
• Expertise in Microsoft Office and Windows 11 support/build (both OS and PC hardware).
• Experience with Active Directory, Citrix Support, and SCCM.
• Knowledge of Exchange account maintenance, networking, and patching.
• Excellent communication skills (verbal and written) and a positive 'can-do' attitude with a strong commitment to customer support.

Desirable Skills

• ITIL Foundation certification.
• Microsoft certification.
• Experience with ServiceNow and Avaya Telephony.

How to Apply

Interested and qualified candidates should apply online through the Cigna careers portal at cigna.wd5.myworkdayjobs.com.