IT Service Desk Specialist
hace 3 días
Cigna is a global health insurance leader dedicated to improving lives through innovative health solutions. Our team of experts is passionate about delivering exceptional service and support to our customers.
We are currently seeking an experienced IT Service Analyst to join our Madrid office. This role will be a key member of our Technology, Engineering & Operations group, reporting directly to the Service Desk Manager.
Job SummaryThe successful candidate will provide operational support and account administration within the Service Desk team. This includes providing technical support to onsite and remote users, installing and configuring end-user devices, and managing IT Service Desk Incidents and Service Requests.
Main Responsibilities- Provide technical support to onsite and remote users, ensuring timely and effective resolution of issues.
- Install, configure, and support end-user devices, including IMAC (Install, Move, Add, and Change) tasks.
- Manage and monitor IT Service Desk Incidents and Service Requests via the call management system, ensuring all incidents are resolved in accordance with SLA targets.
- Manage user system access for various applications, ensuring secure and efficient access.
- Identify opportunities to improve the quality of service provided and/or the efficiency of processes within the team.
- Escalate any issues or outages to the IT End User Services Manager.
- Prioritize and allocate requests within the IT Support team, ensuring timely and effective resolution.
- Two years of experience within an IT support team, with a strong background in incident management and technical support.
- Experience with a call management system and Microsoft Office.
- Windows 10 support and build experience, including OS and PC hardware.
- Active Directory, Citrix Support, SCCM, and Exchange account maintenance experience.
- Networking and patching skills, with a strong understanding of ITIL principles.
- ITIL foundation certification and Microsoft certification.
- Experience with Service Now and Avaya Telephony.
- Excellent communication and interpersonal skills, with the ability to communicate clearly and effectively.
- A positive 'can-do' attitude, with a strong commitment to customer support.
Cigna is a dynamic and innovative company that offers a range of benefits and opportunities for growth and development. We are committed to investing in our employees and providing a supportive and inclusive work environment.
We offer flexible working arrangements, including remote and flexible start/finish times, to ensure a healthy work-life balance. Our employees are encouraged to take ownership of their work and contribute to the company's success.
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