Job description

The IT Service Desk Analyst at Cigna Healthcare is responsible for providing technical support to both onsite and remote users while acting as a core operational function within the IT Service Desk. The role involves managing and monitoring IT Service Desk incidents through a call management system, prioritizing and allocating support requests within IT Support teams, and ensuring all incidents are handled in line with defined Service Level Agreements (SLA). The position includes managing user system access across multiple applications, maintaining Exchange accounts, supporting Windows 11 and Windows 10 operating systems including OS builds and PC hardware, and delivering technical support across Citrix, Active Directory, SCCM, Microsoft Office 2010/2016, Microsoft 365, networking, patching, and server environments. The role also focuses on identifying service quality improvements, escalating outages or critical issues to the IT Service Desk Manager, supporting shift-based operations, and participating in on-call rotas. The position operates within Cigna Healthcare, a division of The Cigna Group, which delivers healthcare and health insurance services and is committed to equal employment opportunity, accessibility, and inclusive workplace practices.