Tech Support Analyst

Optum, a UnitedHealth Group Company; Mimaropa; On-site; PHP 300,000 - 540,000; Full time

Job summary

Optum Philippines is seeking a skilled IT Service Desk Analyst to support business applications and end-user technology. The role requires strong communication, incident handling, and ability to work onsite in the Philippines.

You will be responsible for incident response, ticketing via ServiceNow, remote tool usage, and collaboration with teams to resolve issues and maintain service quality. Prior healthcare exposure is a plus.

Qualifications

• Must have 2+ years of experience as IT Service Desk analyst.
• Hands-on experience supporting applications and IT Service Desk tools.
• Strong interpersonal and communication skills, capable of bridging technical and non-technical audiences.

Responsibilities

• Understand technology functionalities, SOPs, issues, and solutions.
• Maintain up-to-date knowledge of deployed technology trends and business impact.
• Incident management: response, restoration, prioritization, provisioning, and requests fulfillment.
• Document troubleshooting steps and resolutions for knowledge base and future incidents.
• Promote continuous service improvements and healthy working relationships across teams.
• Comply with employment terms, policies, and directives.

Skills

IT Service Desk experience

Interpersonal communication

Incident management

Education

Undergraduate degree or equivalent experience

Tools

ServiceNow

Remote tools

O365

Telephony systems

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:

• 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
• 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
• 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 regards 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:

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

Preferred Qualification:

• Preferably 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.