IT Service Desk Analyst — Remote Support & Incidents

UnitedHealth Group; Cebu City; On-site; PHP 360,000 - 600,000; Full time

Job summary

UnitedHealth Group’s Optum Philippines unit is hiring a capable IT Service Desk Analyst. The role provides technical support across channels, guides end-users on technology use, and ensures reliable service while addressing concerns and escalating issues as needed.

With 2+ years in IT service desks and solid experience in large corporate environments, you will work with ServiceNow, remote tools, and telephony to resolve incidents promptly and document resolutions for continuous improvement.

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.

Skills

Interpersonal communication

IT support principles

Troubleshooting

Education

Bachelor’s degree or equivalent IT experience

Tools

ServiceNow

Remote support tools

O365

Telephony systems

Job description

UnitedHealth Group’s Optum Philippines unit is hiring a capable IT Service Desk Analyst. The role provides technical support across channels, guides end-users on technology use, and ensures reliable service while addressing concerns and escalating issues as needed.

With 2+ years in IT service desks and solid experience in large corporate environments, you will work with ServiceNow, remote tools, and telephony to resolve incidents promptly and document resolutions for continuous improvement.