Technical Customer Support Analyst

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The job profile for this position is Technical Customer Support Analyst, which is a Band 2 Senior Contributor Career Track Role.<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Excited to grow your career?</b></p><p style="text-align:inherit"></p><p style="text-align:left">We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!</p><p style="text-align:inherit"></p><p style="text-align:left">Our people make all the difference in our success.</p><p style="text-align:inherit"></p><div><div>Job Description</div></div><div><div><div><div><p>Cigna, a leading global health insurer, is going through an exciting period and we are looking to recruit an experienced IT Service Analyst in our Kuala Lumpur office. This successful candidate will be a member of the Technology, Engineering & Operations group.</p><p>Reporting to the IT Service Desk Team leader, the successful candidate will provide operational support, and access management administration within the IT Service team.</p><p>The successful candidate will be a high-performing individual who is methodical, inquisitive, and has a passion for technology and service.</p><p></p><p>The role will involve shift-based work:  one week you will work from 5 AM to 2 PM (home working), and the next 2 weeks you work from 8 AM to 5 PM (office working)</p><p></p><p></p><p><b>Main duties and responsibilities</b></p><ul><li>Provide technical support (including Avaya level 1 voice support) to onsite and remote users.</li><li>Install, configure, and support (IMAC) end-user devices.</li><li>Manage/monitor IT Service Desk Incidents and Service Request via the call management system.</li><li>Manage User system access for various applications.</li><li>Identify ways to improve the quality of the service provided and/or the efficiency of the processes within the team.</li><li>Ensure all incidents are managed in accordance with targets set out in SLA.</li><li>Escalate any issues/ outages to the IT Service Desk team leader.</li><li>Prioritising and allocating within IT Support teams all requests.</li></ul><p></p><p><b>Required Skills </b></p><ul><li>Two years of experience within an IT support team</li><li>Incident management skills</li><li>Experience with Avaya desk phone setup and mobile phones</li><li>Experience with a call management system</li><li>Experience with Microsoft Office</li><li>Windows 10 support and build experience. (Both OS and PC hardware)</li><li>Active Directory</li><li>Citrix Support</li><li>SCCM</li><li>Exchange account maintenance</li><li>Networking & patching</li></ul><p></p><p><b>Desirable Skills </b></p><p></p><ul><li>ITIL foundation certified.</li><li>Microsoft certification.</li><li>Experience with Service Now.</li></ul><p></p><p><b>About You </b></p><p></p><ul><li>Communicate clearly and effectively.</li><li>Excellent communication skills and be able to correspond efficiently and effectively. This includes both verbal as well as written formats.</li><li>A positive ‘can-do’ attitude with a strong commitment to customer support.</li></ul></div></div></div></div><p></p><p></p><p style="text-align:left"><span><span><span><span><span><span><span>Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this </span></span></span></span></span></span></span><a target="_blank" href="https://iris.cigna.com/career_benefits/empowered/career_opportunities">link</a><span><span><span><span><span><span><span>.</span></span></span></span></span></span></span></p>

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