
The Cigna Group
IT Service Desk Analyst
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 26/03/2026
Job overview
Date posted
09/02/2026
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
26/03/2026
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.
Required skills
Key responsibilities
- Provide technical support to onsite and remote users across supported systems and applications
- Manage and monitor IT Service Desk incidents using a call management system
- Prioritize, allocate, and coordinate support requests within IT Support teams
- Manage user system access for various applications including account maintenance
- Ensure incidents are resolved in accordance with Service Level Agreement targets
- Identify opportunities to improve service quality and operational efficiency within the IT Service Desk
- Escalate outages, major incidents, and unresolved issues to the IT Service Desk Manager
- Support shift-based operations and participate in an on-call rota when required
Experience & skills
- Have a minimum of three years’ experience working within an IT support team
- Demonstrate hands-on experience with Windows 11 support and build processes including OS and PC hardware
- Possess experience supporting Citrix environments
- Show working knowledge of Active Directory, SCCM, and Exchange account maintenance
- Have experience with incident management and call management systems
- Demonstrate experience supporting Microsoft Office 2010, Office 2016, and Microsoft 365
- Show experience with networking, patching, and server support
- Hold Microsoft certification as a desirable qualification
- Possess ITIL Foundation certification as a desirable qualification
- Have experience with Windows 10 and Windows 11 migration projects
- Demonstrate exposure to Avaya or Cisco telephony systems
- Show capability in managing small IT projects from initiation to completion