Technical Customer Support Analyst

About Cigna

Let us tell you a little more about us. Cigna exists to improve lives. With our 74,000 employees worldwide who 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 centre 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 job

Cigna, a leading global health insurer, is experiencing an exciting period. We are looking to recruit an experienced IT Service Analyst in Nairobi. The successful candidate will be a member of the Technology, Engineering, and Operations group.

Reporting to the Service Desk Team leader, you will provide operational support and account administration to the Service Desk team.

The successful candidate will be a high-performing individual who is methodical, inquisitive, and passionate about technology and service.

You will work about 66% from the Cigna office and 34% from home.

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 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 following targets set out in SLA.
• Escalate any issues/ outages to the IT End User Services Team leader.
• Prioritising and allocating all requests within IT Support teams.
• Working every 3 weeks on Saturday from 8 AM until 1 PM (from home).
• Working every 7 weeks (Mon-Fri) from 4 PM until midnight (from home).

Required Skills

• 3-5 years of experience within an IT support team
• Degree/Diploma in IT or relate field
• Incident management skills
• Experience with a call management system
• Experience with Microsoft Office
• Windows 11 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

• Communicate clearly and effectively.
• Excellent communication skills and be able to correspond efficiently and effectively. This includes both verbal and written formats.
• A positive ‘can-do’ attitude with a strong commitment to customer support.

Why should you join Cigna?

You will get to work with a global, truly innovative and flexible Technology division that is growing rapidly due to continued success and massive transformation.

We are constantly investing in, improving and innovating our global technology stack.

You will join a business that truly invests in you as a person. You will be offered the opportunity to progress your knowledge and skills through internal and external training, take secondment to other teams/projects and much more.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.