IT Service Desk Specialist

hace 1 semana

Madrid, Madrid, España The Cigna Group A tiempo completo
About Cigna

Cigna is a global health insurance company that aims to improve lives through innovative health services. 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 enhancing our global technology stack. This exciting period of growth presents a unique opportunity for an experienced IT Service Analyst to join our Madrid office and contribute to our ambitious goals.

About the Role

We are seeking a highly skilled IT Service Analyst to provide operational support and account administration within our Service Desk team. As a key member of our Technology, Engineering & Operations group, 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.

The successful candidate will be a high-performing individual with a passion for technology and service. They will possess excellent communication skills, be methodical and inquisitive, and have a strong commitment to customer support.

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 our call management system.
  • 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.
  • Ensure all incidents are managed in accordance with targets set out in our Service Level Agreement (SLA).
  • 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.
Requirements
  • Two years of experience within an IT support team, with a strong understanding of 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.
  • Networking and patching skills, with a strong understanding of ITIL principles.
Desirable Skills
  • ITIL foundation certification and Microsoft certification.
  • Experience with Service Now and Avaya Telephony.
About You
  • Excellent communication skills, with the ability to correspond efficiently and effectively in both written and verbal formats.
  • A positive 'can-do' attitude, with a strong commitment to customer support and a passion for technology and service.
Why Cigna?

Cigna offers a unique opportunity to work with a global, innovative, and flexible Technology division that is growing rapidly due to continued success and transformation. We invest in our employees, offering internal and external training, secondments to other teams, and a true work-life balance. Join us in driving growth and improving lives through innovative health services.

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