Global IT Service Desk Specialist

Optum Philippines; Muntinlupa; Presencial; PHP 420.000 - 600.000; Jornada completa

Descripción de la vacante

Optum Philippines is seeking an IT Service Desk Analyst to provide technical support to enterprise users through multiple channels. The role covers incident management, problem resolution, and daily operational tasks in a high-volume corporate setting.

Qualified candidates will have a IT-related degree, 2+ years of experience, strong knowledge of ServiceNow, and proficiency with remote tools, O365, and telephony. Excellent communication skills are essential.

Formación

• Bachelor's degree in IT or equivalent experience.
• 2+ years of experience as an IT Service Desk Analyst.
• Solid hands-on experience supporting various applications and IT Service Desk tools.
• Experience working in high-volume, large corporate environments.
• High level understanding of IT support principles, practices, and procedures.
• Proficient in ticketing systems such as ServiceNow.
• Proven skilled in using remote support tools, O365 applications, and telephony systems.
• Proven excellent interpersonal and communication skills, with the ability to engage both technical and non-technical audiences.

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; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution
• Data center construction, operations, and maintenance by properly documenting troubleshooting performed, resolution provided, and all pertinent information necessary to improve the service are recorded in a timely manner
• Understand technology functionalities, standard operating procedures, common issues, and solutions
• Maintain up-to-date knowledge about deployed technology trends and how they affect the business
• Practice process gap analysis and recommend continuous service improvements
• Promotes healthy working environment by exercising healthy working relationship with peers, leaders, counterparts
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives

Conocimientos

IT support

ServiceNow

Remote support tools

O365

Telephony systems

Interpersonal communication

Educación

Bachelor's degree in IT

Herramientas

ServiceNow platform

Descripción del empleo

Optum Philippines is seeking an IT Service Desk Analyst to provide technical support to enterprise users through multiple channels. The role covers incident management, problem resolution, and daily operational tasks in a high-volume corporate setting.

Qualified candidates will have a IT-related degree, 2+ years of experience, strong knowledge of ServiceNow, and proficiency with remote tools, O365, and telephony. Excellent communication skills are essential.