Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security. Cigna has almost 40,000 employees who service over 80 million customer relationships around the world. Within its international division, a dedicated unit – headquartered in Belgium – focuses on the needs of International Organisations. This unit is specialised in servicing customers in remote areas as well as central hubs with five service centres in each time zone (Miami, Antwerp, Madrid, Nairobi and Kuala Lumpur) and local representations on every continent. When you work at Cigna, you can count on a different kind of career. Cigna, a leading global health insurer, is going through an exciting period and we are looking to recruit an experienced IT Service Analyst in our Nairobi office. This successful candidate will be a member of the International Markets Service Delivery Team.Reporting to the End User Services Manager, the successful candidate will provide operational support, and access management administration within the IT Service team.The successful candidate will be a high-performing individual who is methodical, inquisitive and has a passion for technology and service.Main duties and 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 Request via 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. Required Skills Two years within support team.Incident management skills.Experience with a call management system.Experience with Microsoft Office.Active Directory experience.Experience with Networking/Patching/Server Support. Desirable Skills ITIL foundation certified.Microsoft certification.Experience with Service Now.O365 knowledge.Avaya telephony skills. About You Communicate clearly and effectively.Excellent communication skills and be able to correspond efficiently and effectively. This includes both verbally as well as in a written format.A positive ‘can-do’ attitude with a strong commitment to customer support.
