IT Service Desk Analyst | Incident Response & Tech Support

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

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.