IT Service Desk Specialist

hace 6 días


Madrid, Madrid, España The Cigna Group A tiempo completo

About The Cigna Group

We exist to improve lives. Together, with our 74,000 employees worldwide that service Cigna, Express Scripts, and other affiliate customers, we aspire to transform health services, making them more affordable and accessible to millions. We are going through an exciting period of expansion; at the center of our International division's ambitious growth strategy, we are currently working towards a multi-year effort to implement a consistent digital strategy for the international markets.

About the Role

The Cigna Group, a leading global health insurer, is seeking an experienced IT Service Desk Analyst to join our Madrid office. 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. This role will be based in the Madrid office. The successful candidate will be a high-performing individual who is methodical, inquisitive, and has a passion for technology and service.

Main 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 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
• Prioritize and allocate requests within IT Support teams

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

We are looking for a candidate who can communicate clearly and effectively. Excellent communication skills, both verbally and in written format, are essential. A positive 'can-do' attitude with a strong commitment to customer support is required.



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