Job Description

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

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.