IT Service Desk Analyst - Alabang

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

Job summary

UnitedHealth Group’s Optum unit is seeking an IT Service Desk analyst to join a global team in the Philippines. The role focuses on incident management, ticketing, and user support across telephony and Office 365 tools.

The candidate should have strong communication skills and the ability to report onsite as needed. The position requires a college graduate with 2+ years in IT service support, familiarity with ServiceNow, remote tools, and a proactive approach to problem resolution.

Qualifications

• Bachelor's degree or college graduate.
• 2+ years of experience as IT Service Desk analyst.
• Knowledgeable in ticketing tools like ServiceNow.
• Familiar with remote tool applications, O365, and telephony.
• Hands-on experience supporting IT Service Desk tools and systems.
• Strong communication skills, able to bridge technical and non-technical audiences.

Responsibilities

• Performs incident management response and restoration and prioritizes issues.
• Document troubleshooting and resolutions for knowledge base.
• Understand technology functionalities and SOPs; stay updated on trends.
• Maintain up-to-date knowledge about deployed technology and impact on business.
• Support continuous service improvements through gap analysis.
• Reported onsite as required and comply with policies and directives.

Skills

Interpersonal communication

Cross-functional communication

Troubleshooting

Remote tools familiarity

Education

College degree

Tools

ServiceNow

Remote desktop support

O365

Job description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• 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 (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• College Graduate
• 2+ years of experience as IT Service Desk analyst
• Knowledgeable in ticketing tools like ServiceNow
• Knowledgeable in remote tool applications, O365 applications, and telephony system
• In-depth knowledge and hands-on experience supporting various applications and/or IT Service Desk tools and systems
• Has basic knowledge of theories, practices and procedures in a function or skill
• Solid interpersonal, and communication skills with the ability to cross between technical and non-technical audiences
• Can report onsite

Preferred Qualification:

• With Healthcare background

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone - of every race, gender, sexuality, age, location and income - deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.