IT Service Desk Analyst

hace 2 días

Madrid, Madrid, España The Cigna Group A tiempo completo

About Cigna

We are a global health insurance company that exists to improve lives. Our team of 74,000 employees worldwide is dedicated to transforming health services, making them more affordable and accessible to millions.

We are currently undergoing an exciting period of expansion, with a focus on implementing a consistent digital strategy for our international markets.

About the Role

We are seeking an experienced IT Service Analyst to join our Madrid office. As a member of our Technology, Engineering & Operations group, you will provide operational support and account administration within the Service Desk team.

Reporting to the Service Desk Manager, you will be responsible for providing technical support to onsite and remote users, installing, configuring, and supporting end-user devices, and managing IT Service Desk Incidents and Service Requests via our call management system.

Main Responsibilities

  • Provide technical support to onsite and remote users.
  • Install, configure, and support end-user devices.
  • Manage IT Service Desk Incidents and Service Requests via our 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 our Service Level Agreement.
  • Escalate any issues/outages to the IT End User Services Manager.
  • Prioritize and allocate within the IT Support team all requests.

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.
  • 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.
  • A positive 'can-do' attitude with a strong commitment to customer support.

Why Cigna?

We are a business that truly invests in our employees. We offer a range of benefits, including remote working, flexible start/finish times, and a true work/life balance.

We are constantly investing in, improving, and innovating our global technology stack.

We pride ourselves on being a flexible business that offers a range of opportunities for growth and development.

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