IT Technical Customer Support Analyst

About the role

Cigna, a leading global health insurer, is recruiting an experienced IT Service Desk Analyst in Madrid. The successful candidate will be part of the Technology, Engineering and Operations group, reporting to the Service Desk Team leader, and will provide operational support and account administration to the IT Service Desk team. The role is based full-time at the Cigna Madrid office.

Key responsibilities

• Provide technical support to onsite and remote users.
• Install, configure and support end-user devices (IMAC).
• Manage and monitor IT Service Desk incidents and service requests via ServiceNow.
• Manage user system access for various applications.
• Identify ways to improve the quality of service and the efficiency of team processes.
• Ensure all incidents are handled according to SLA targets.
• Escalate issues and outages to the Service Desk Team leader.

Required profile

• Fluent in Spanish and English, with verbal and written communication skills.
• Two years of experience in an IT support team.
• Clear, effective communication and a positive, customer-focused attitude.

Required skills

• Incident management skills
• Microsoft Office 365 and Windows 11 support and build experience
• Active Directory and Citrix support
• SCCM and Exchange account maintenance
• Networking and patching
• Desirable: ITIL Foundation certification and ServiceNow experience