Senior Tech Support Analyst - Lead, Automate & Grow

Optum Philippines; Muntinlupa; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Optum Philippines is seeking a seasoned IT Service Desk professional to support customers and troubleshoot issues from our Metro Manila site. The role emphasizes bridging technical concepts for non-technical users and driving continuous improvement.

You will identify automation opportunities, manage incidents, and collaborate with teams to ensure high-quality service delivery, security awareness, and effective stakeholder communication.

Qualifications

• Undergraduate degree or equivalent experience.
• 5+ years of experience in a Customer Service Support or IT Service Desk environment.
• Experience Identifying and executing automation and process improvement initiatives to improve efficiencies.
• In-depth knowledge and hands-on experience supporting various applications and/or IT Service Desk tools and systems.
• Good understanding of the organization's goals and objectives.
• Solid interpersonal, written, and oral communication skills.
• Able to conduct research into security issues and products as required.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Ability to present ideas in a friendly manner.
• Solid stakeholder service orientation.

Responsibilities

• Identifies correct knowledge documents and support materials to answer questions and troubleshoot issues
• Learns about technology deployments and how they fit within business model/strategy
• Explains general navigation to customers; Translates technical terms to non-technical users to help in explaining navigation
• Shows an interest in learning more advanced aspects of the functional skills
• Translates technical terms and concepts to non-technical users
• Can apply functional knowledge and skills to tasks and problems
• Applies knowledge of technology to troubleshoot issues, identify and resolve security or monitor performance
• Demonstrates a mindset of career-long continuous learning, improvement, and growth
• Seeks to understand how customers are interacting with technology and pro-actively recommends opportunities to improve support
• Volunteers for and seeks out opportunities to learn and support new technologies
• Positions self to take the lead on initiatives
• Assesses team resource needs and adapts based on desired outcomes
• Recommends new technologies or modifications that improve business outcomes
• Communicates effectively has the industry knowledge needed to accomplish objectives
• Provides team development support and builds capacity to achieve goals and mentor talent
• Synthesizes technical information, learns, and applies the best lessons of experience.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

Skills

Customer service

Communication skills

Problem solving

IT service desk tools

Education

Undergraduate degree or equivalent experience

Job description

Optum Philippines is seeking a seasoned IT Service Desk professional to support customers and troubleshoot issues from our Metro Manila site. The role emphasizes bridging technical concepts for non-technical users and driving continuous improvement.

You will identify automation opportunities, manage incidents, and collaborate with teams to ensure high-quality service delivery, security awareness, and effective stakeholder communication.