Technical Customer Support Analyst

About the role

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

Key responsibilities

• Provide technical support to onsite and remote users.
• Install, configure and support (IMAC) end‑user devices.
• Manage and monitor IT Service Desk incidents and service requests via the call management system.
• Manage user system access for various applications.
• Identify and implement improvements to service quality and process efficiency.
• Ensure incidents are resolved within SLA targets and escalate issues as needed.
• Prioritise and allocate requests within the IT Support teams.
• Work scheduled Saturday shifts (8 AM‑1 PM) and occasional evening shifts (4 PM‑midnight) from home.

Required profile

• 3‑5 years of experience in an IT support team.
• Degree or diploma in IT or a related field.
• Strong incident‑management skills and experience with a call management system.
• Excellent verbal and written communication skills and a positive “can‑do” attitude.

Required skills

• Microsoft Office
• Windows 11 support and PC hardware
• Active Directory
• Citrix
• SCCM
• Exchange account maintenance
• Networking and patching
• Incident management
• ServiceNow (desirable)
• Avaya Telephony (desirable)
• ITIL Foundation certification (desirable)
• Microsoft certification (desirable)

What we offer

• Opportunity to work in a global, innovative technology division.
• Hybrid work model (66% office, 34% remote).
• Investment in employee development and internal training.