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IT Service Desk Specialist
hace 1 mes
Cigna is a global health insurance company that aims to improve lives through innovative healthcare solutions. With a presence in over 30 countries, we strive to make healthcare more accessible and affordable for millions of people worldwide.
Our International division is currently undergoing a significant transformation, driven by a multi-year digital strategy aimed at delivering consistent and high-quality services across our international markets.
About the RoleWe are seeking an experienced IT Service Desk Analyst to join our Madrid office. As a key member of our Technology, Engineering & Operations team, 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 and configuring end-user devices, and managing IT Service Desk Incidents and Service Requests via our call management system.
You will also be responsible for identifying ways to improve the quality of the service provided and/or the efficiency of the processes within the team, ensuring all incidents are managed in accordance with targets set out in our Service Level Agreement (SLA).
Main Responsibilities- Provide technical support to onsite and remote users
- Install, configure and support end-user devices
- Manage/monitor IT Service Desk Incidents and Service Requests 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
- Prioritise and allocate within IT Support teams all requests
- 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
- ITIL foundation certified
- Microsoft certification
- Experience with Service Now
- Avaya Telephony
- 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
Cigna is a global company that truly invests in its employees. We offer a range of benefits, including flexible working arrangements, remote work options, and opportunities for professional development and growth.
We are a business that values work-life balance and offers a range of benefits to support our employees' well-being, including flexible start and finish times, remote work options, and access to employee assistance programs.
Cigna is a company that truly cares about its employees and offers a range of benefits to support their well-being, including flexible working arrangements, remote work options, and opportunities for professional development and growth.
