Impactful IT Service Desk Analyst — Growth & Collaboration

Optum, a UnitedHealth Group Company; Mimaropa; On-site; PHP 335,000 - 670,000; Full time

Job summary

Optum Global Solutions (Philippines) Inc. seeks an IT Service Desk Analyst to provide technical support across channels, empathize with end users, and deliver reliable service. You will handle incident management, document resolutions, and advocate for users while following standard procedures and policies.

This role requires strong communication and collaboration within a fast-paced enterprise. The position emphasizes supporting applications, ITSM tools, and remote/telephony-based solutions in

Qualifications

• Bachelor's degree or equivalent experience in IT.
• 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.

Responsibilities

• 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...

Skills

IT service desk

Remote support

Interpersonal communication

O365 familiarity

Education

Bachelor's degree in IT

Tools

ServiceNow

Remote support tools

Telephony systems

Job description

Optum Global Solutions (Philippines) Inc. seeks an IT Service Desk Analyst to provide technical support across channels, empathize with end users, and deliver reliable service. You will handle incident management, document resolutions, and advocate for users while following standard procedures and policies.

This role requires strong communication and collaboration within a fast-paced enterprise. The position emphasizes supporting applications, ITSM tools, and remote/telephony-based solutions in