The Cigna Group
IT Service Desk Support Analyst
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 05/05/2026
Job overview
Date posted
21/03/2026
Location
Dubai, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Salary only
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
05/05/2026
Job description
The IT Service Desk Support Analyst role within Cigna Healthcare focuses on delivering comprehensive technical support to both onsite and remote users while managing IT Service Desk operations through a call management system. The position involves monitoring and resolving IT Service Desk Incidents, prioritizing and allocating requests within IT Support teams, and ensuring all incidents are handled in accordance with SLA targets. The role requires expertise in Windows 11 support and build (including OS and PC hardware), Citrix Support, Active Directory, SCCM, and Exchange account maintenance, alongside proficiency in Office 2010/2016 and Microsoft 365 (O365). Responsibilities extend to networking, patching, server support, and incident management processes. The analyst is expected to manage user system access for various applications, improve service quality and process efficiency within the IT Service Desk, and escalate issues or outages to the IT Service Desk Manager. Additional technical exposure includes Avaya/Cisco Telephony systems, Windows 10/11 migration projects, ITIL foundation practices, and Microsoft certifications. The role operates in a shift rota and may require on-call support, contributing to continuous IT operations and service reliability while supporting enterprise healthcare systems and users.
Required skills
Key responsibilities
- Provide technical support to onsite and remote users across IT systems and infrastructure
- Manage and monitor IT Service Desk incidents via call management system ensuring SLA compliance
- Prioritize and allocate support requests within IT Support teams effectively
- Administer user system access for various applications including Active Directory and Exchange
- Identify and implement improvements to IT Service Desk processes and service quality
- Ensure all incidents are managed in accordance with SLA targets and organizational standards
- Escalate critical issues and outages to IT Service Desk Manager as required
- Operate within shift rota and participate in on-call support schedules
- Support Windows 11 and Windows 10 environments including OS builds and hardware troubleshooting
- Maintain and support Citrix environments, SCCM systems, and Office 365 platforms
- Provide networking, patching, and server support to ensure system stability
- Assist in managing and documenting incident management workflows and reporting
- Support small IT projects including Windows migration and telephony system enhancements
Experience & skills
- Demonstrate minimum three years of experience within an IT support team environment
- Possess hands-on experience with Windows 11 support, OS builds, and PC hardware troubleshooting
- Exhibit working knowledge of Citrix Support, Active Directory, SCCM, and Exchange account maintenance
- Demonstrate proficiency in Office 2010, Office 2016, and Microsoft 365 (O365)
- Show experience with networking, patching, server support, and incident management practices
- Utilize call management systems effectively for incident tracking and resolution
- Hold or be working toward Microsoft certification and ITIL foundation certification
- Demonstrate ability to manage small IT projects including Windows 10/11 migration
- Possess familiarity with Avaya and Cisco telephony systems
- Exhibit ability to work in shift-based and on-call operational environments