.About Cigna Let us tell you a little more about us. Cigna exists to improve lives. Together, with our 74,000 employees worldwide that service Cigna, Express Scripts, and other affiliate customers, we aspire to transform health services, making them more affordable and accessible to millions. We are going through an exciting period of expansion; at the center of our International division's ambitious growth strategy, we are currently working towards a multi-year effort to implement a consistent digital strategy for the international markets. About the job Cigna, a leading global health insurer, is looking to recruit an experienced IT Service Analyst in our Madrid office. This successful candidate will be a member of the Technology, Engineering & Operations group. Reporting to the Service Desk Manager, you will provide operational support and account administration within the Service Desk team. This role will be based in the Madrid office. The successful candidate will be a high-performing individual who is methodical, inquisitive, and has a passion for technology and service. Main duties and responsibilities Provide technical support to onsite and remote users. Install, configure and support (IMAC) end-user devices. Manage/monitor IT Service Desk Incidents and Service Requests via the call management system. Manage user system access for various applications. Identify ways to improve the quality of the service provided and/or the efficiency of the processes within the team. Ensure all incidents are managed in accordance with targets set out in SLA. Escalate any issues/outages to IT End User Services Manager. Prioritize and allocate within IT Support teams all requests. Required Skills Two years of experience within an IT support team. Incident management skills. Experience with a call management system. Experience with Microsoft Office. Windows 10 support and build experience (both OS and PC hardware). Active Directory. Citrix Support. SCCM. Exchange account maintenance. Networking & patching. Desirable Skills ITIL foundation certified. Microsoft certification. Experience with Service Now. Avaya Telephony. About You Communicate clearly and effectively. Excellent communication skills, both verbally and in written format. A positive 'can-do' attitude with a strong commitment to customer support. Why should you join Cigna? You will get the chance to work with a global, truly innovative and flexible Technology division that is growing rapidly due to continued success and massive transformation. We are constantly investing in, improving and innovating our global technology stack. You will join a business that truly invests in you as a person. You will be offered the opportunity to progress your knowledge and skills through both internal and external training, take secondment to other teams/projects, and much more. FLEXIBILITY – We are a truly flexible business. We offer remote/home working as well as flexible start/finish times