Tech Support Analyst

Optum; Muntinlupa; On-site; PHP 360,000 - 600,000; Full time

Job summary

Optum is seeking an IT Service Desk Analyst to provide technical support to the enterprise, vendors, patients, and clients through multiple channels. You will empathize with end-user needs, offer technology guidance, and ensure reliable service while adhering to process standards.

Responsibilities include incident management, service requests, and documenting resolutions. Candidates should have 2+ years in IT service desk roles, familiarity with ServiceNow, remote tools, and Office 365 within

Qualifications

• Bachelor’s degree or equivalent IT experience.
• 2+ years experience as an IT Service Desk Analyst.
• Experience supporting enterprise IT applications and Service Desk tools.

Responsibilities

• Provide technical support to the enterprise, vendors, patients, and clients via email, chat, self-service, and calls.
• Empathize with end-user needs and provide technology guidance.
• Resolve incidents and manage service requests including installations, upgrades and deployments.
• Document troubleshooting steps and resolutions for future reference.

Skills

ServiceNow

Remote support

Office 365

Telephony systems

Customer communication

Education

Bachelor's degree in IT

Tools

ServiceNow

Remote access tools

Office 365

Job description

Improve the lives of others while Caring. Connecting. Growing together.

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:

• 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
• 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 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:

• 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
• Proficient in ticketing systems such as ServiceNow
• Skilled in using remote support tools, O365 applications, and telephony systems
• High level understanding of IT support principles, practices, and procedures
• Proven excellent interpersonal and communication skills, with the ability to engage both technical and non-technical audiences

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.

UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-866-566-8715 to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.

UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.