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.

• 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).

• 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
• ITIL Foundation certified.
• Microsoft certification.
• Experience with Service Now.
• Avaya Telephony
• 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.

• Degree/Diploma in IT or relate field
• ITIL Foundation certified.
• Microsoft certification.