# HIH Technical Support Senior Analyst

**Company**: Evernorth Health Services
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Healthcare

**Apply**: https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Hyderabad-India/Technical-Support-Senior-Analyst---HIH---Evernorth_26012341?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e476cc34-648

## Description

We are seeking a Technical Support Senior Analyst to join the Deskside Support Services (DSS) team. The successful candidate will be a senior individual contributor within the L2 Technical Support function, responsible for resolving complex technical issues, acting as an escalation point from L1/L2 support, and driving service quality through technical expertise and process improvement.

**Responsibilities:**

- Provide colleague technical support including computer hardware diagnostic, troubleshooting, configuration, and refresh.

- Manage basic ticket workflows, escalating unresolved issues in a timely manner.

- Provide proactive support, maintenance, and innovation, interacting with other support groups to restore service and identify and correct colleague computing problems.

- Analyze and identify trends in issue reporting and develop preventative solutions.

- Lead process improvement efforts and proactively update documentation.

- Serve as Subject Matter Expert (SME) across the organization.

- Deliver exceptional customer service and provide training on technology policy and procedure.

**Qualifications:**

- Strong knowledge of Microsoft operating systems and Microsoft Office, Apple hardware and operating systems, networking switches and data networks, IP telecommunications systems, and Audio Visual Systems.

- Capability to analyze problems and use sound judgement for determining solutions.

- Ability to clearly communicate with colleagues and other Technology staff.

- At least 4 years PC/LAN technical or equivalent experience.

- Aptitude for providing strong customer service.

- Willingness to complete technical documentation.

- A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.

## Skills

### Required
- Microsoft operating systems
- Microsoft Office
- Apple hardware
- Apple operating systems
- Networking switches
- Data networks
- IP telecommunications systems
- Audio Visual Systems
- Analytical skills
- Communication skills

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Source: [Apply at cigna.wd5.myworkdayjobs.com](https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Hyderabad-India/Technical-Support-Senior-Analyst---HIH---Evernorth_26012341?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)