Enterprise IT Support Analyst - Incident Response

UnitedHealth Group; Muntinlupa; Presencial; PHP 300.000 - 500.000; Tempo integral

Resumo da vaga

UnitedHealth Group's Optum team in the Philippines seeks an IT Service Desk Analyst to deliver technical support across channels to colleagues, vendors, patients, and clients. You will resolve incidents, guide users, and uphold service quality in a fast-paced enterprise environment.

The role requires a bachelor’s in IT and 2+ years in IT service desk, with hands-on ServiceNow, O365, and remote support tools. Join us to help improve health outcomes while growing your career.

Qualificações

• Bachelor's degree or equivalent IT experience.
• 2+ years IT Service Desk Analyst experience.
• Hands-on experience with IT Service Desk tools.
• Experience in high-volume corporate environments.
• High-level understanding of IT support principles, practices, and procedures.
• Proficient in ticketing systems such as ServiceNow.
• Experience with remote support tools, O365 applications, and telephony systems.

Responsabilidades

• Provides technical support to the enterprise, third-party vendors, patients, and clients through various support channels: email, chat, self-service, inbound/outbound calls.
• Empathize with end-user needs and provide technology guidance.
• Provides reliable and consistent service to end-users.
• Act as an advocate for end-users by anticipating, identifying, and addressing their concerns.
• Uses existing procedures and facts to solve routine problems or conduct routine analyses.
• Performs incident management response and restoration; provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution.
• Data center documentation of troubleshooting and resolutions.
• Understand technology functionalities and SOPs; stay updated on deployed tech trends.
• Practice process gap analysis and recommend continuous service improvements.
• Promote healthy working environment through collaboration.
• Comply with employment contracts, policies, and directives.

Conhecimentos

Customer service

Communication skills

Problem-solving

Formação

Bachelor's degree in IT / Computer Science

Ferramentas

ServiceNow

Office 365

Remote support tools

Telephony systems

Descrição da vaga

UnitedHealth Group's Optum team in the Philippines seeks an IT Service Desk Analyst to deliver technical support across channels to colleagues, vendors, patients, and clients. You will resolve incidents, guide users, and uphold service quality in a fast-paced enterprise environment.

The role requires a bachelor’s in IT and 2+ years in IT service desk, with hands-on ServiceNow, O365, and remote support tools. Join us to help improve health outcomes while growing your career.