Technical Customer Support Analyst – Nairobi (Hybrid)

About the role

Cigna is seeking a Technical Customer Support Analyst to join its Technology, Engineering, and Operations group in Nairobi. You will provide operational support and account administration for the Service Desk team, working both on‑site and remotely.

Key responsibilities

• Deliver technical support to onsite and remote users.
• Install, configure and support IMAC (Install, Move, Add, Change) of end‑user devices.
• Manage and monitor IT Service Desk incidents and service requests via the call management system.
• Administer user access for various applications and maintain Exchange accounts.
• Identify and implement improvements to service quality and process efficiency.
• Ensure incidents are resolved within SLA targets and escalate outages as needed.
• Prioritise and allocate requests across the IT Support team.
• Participate in scheduled weekend and evening shifts on a rotating basis.

Required profile

• 3‑5 years of experience in an IT support environment.
• Degree or diploma in IT or a related field.
• Strong incident‑management skills and experience with a call‑management system.
• Proficiency with Microsoft Office and Windows 11 OS and hardware.
• Hands‑on experience with Active Directory, Citrix, SCCM, Exchange, networking and patching.
• Clear verbal and written communication with a customer‑focused, can‑do attitude.

Required skills

• Incident management
• Call management system
• Microsoft Office
• Windows 11 (OS & PC hardware)
• Active Directory
• Citrix
• SCCM
• Exchange account maintenance
• Networking
• Patching

What we offer

• Hybrid work model (66% office, 34% remote).
• Opportunity to work in a global, innovative technology division.
• Continuous investment in learning, certifications and career development.