• Full Time
  • Nairobi


About the job

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 Nairobi. This successful candidate will be a member of the Technology, Engineering & Operations group.

Reporting to the Service Desk Manager, you will provide operational support, and account administration within the Service Desk team.

The successful candidate will be a high-performing individual who is methodical, inquisitive and has a passion for technology and service.

You will work about 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 Request via the call management system.
  • Manage User system access for various applications.
  • Identify ways to improve the quality of the service provided and/or the efficiency of the processes within the team.
  • Ensure all incidents are managed in accordance with targets set out in SLA.
  • Escalate any issues/ outages to IT End User Services Manager.
  • Prioritising and allocating all within IT Support teams all requests.
  • Working every other week on Saturday from 8 AM until 1 PM (from home).

Required Skills

  • Two years of experience within an IT support team
  • Incident management skills
  • Experience with a call management system
  • Experience with Microsoft Office
  • Windows 10 support and build experience. ( both OS and pc hardware)
  • Active Directory
  • Citrix Support
  • SCCM
  • Exchange account maintenance
  • Networking & patching

Desirable Skills

  • ITIL foundation certified.
  • Microsoft certification.
  • Experience with Service Now.
  • Avaya Telephony

About You

  • Communicate clearly and effectively.
  • Excellent communication skills and be able to correspond efficiently and effectively. This includes both verbal as well as in a written formats.
  • A positive ‘can-do’ attitude with a strong commitment to customer support.

To apply for this job please visit cigna.wd5.myworkdayjobs.com.