Impactful IT Service Desk Analyst

UnitedHealth Group; Muntinlupa; On-site; Confidential; Full time

Job summary

Optum, part of UnitedHealth Group, is recruiting an IT Service Desk Analyst in the Manila area to provide day-to-day technical support across channels. The role requires strong communication, problem-solving, and ITIL-informed practices to assist enterprise users, vendors, and clients.

You will work within a fast-paced environment, using ServiceNow for incident and request management, and collaborate with cross-functional teams to ensure reliable, timely resolutions and user satisfaction.

Qualifications

• 2+ years of experience in IT Service Desk Analyst role.
• Experience supporting enterprise-level applications and IT Service Desk tools.
• Proficient with ServiceNow ticketing and remote support.
• Experience in high-volume corporate environments.
• Strong interpersonal and communication skills.

Responsibilities

• Provide 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.
• Provide reliable and consistent service to end-users.
• Act as an advocate for end-users by anticipating, identifying, and addressing their concerns.
• 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.

Skills

IT Service Desk

Customer Service

Communication

ITIL concepts

Problem solving

Education

Bachelor's degree in IT

Tools

ServiceNow

Remote support tools

O365

Telephony systems

Job description

Optum, part of UnitedHealth Group, is recruiting an IT Service Desk Analyst in the Manila area to provide day-to-day technical support across channels. The role requires strong communication, problem-solving, and ITIL-informed practices to assist enterprise users, vendors, and clients.

You will work within a fast-paced environment, using ServiceNow for incident and request management, and collaborate with cross-functional teams to ensure reliable, timely resolutions and user satisfaction.