Technical Customer Support Senior Analyst

Main duties and responsibilities:

• Provide technical support to onsite and remote users.
• Manage / monitor IT Service Desk Incidents via call management system.
• Prioritise and allocate within IT Support teams all requests.
• Manage User system access for various applications.
• Complete user password resets on various applications.
• Identify ways to improve the quality of the service provided and / or the efficiency of the processes within the IT Service desk.
• Ensure all incidents are managed in accordance with targets set out in SLA.
• Escalate any issues/ outages to IT Service Desk Manager.
• Work as part of a shift rota.
• May be required to work as part of an on-call rota.

Required Skills (Essential):

• Three years within support team.
• Windows 11 support and build experience. ( both OS and pc hardware)
• Citrix Support experience
• Active Directory experience
• SCCM Experience
• Exchange account maintenance
• Incident management skills
• Experience with a call management system
• Experience with Office 365
• Experience with Networking/Patching/Server Support

Required Skills (Desirable):

• Microsoft certification
• O365 Knowledge
• Managing small projects from start to finish
• Windows 10/11 migration experience
• Avaya Telephony skills

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.