Tech Support Analyst

UnitedHealth Group; Muntinlupa; On-site; Confidential; Full time

Job summary

Optum, part of UnitedHealth Group, is recruiting an IT Service Desk Analyst in the Manila area to provide day-to-day technical support across channels. The role requires strong communication, problem-solving, and ITIL-informed practices to assist enterprise users, vendors, and clients.

You will work within a fast-paced environment, using ServiceNow for incident and request management, and collaborate with cross-functional teams to ensure reliable, timely resolutions and user satisfaction.

Qualifications

• 2+ years of experience in IT Service Desk Analyst role.
• Experience supporting enterprise-level applications and IT Service Desk tools.
• Proficient with ServiceNow ticketing and remote support.
• Experience in high-volume corporate environments.
• Strong interpersonal and communication skills.

Responsibilities

• Provide 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.
• Provide reliable and consistent service to end-users.
• Act as an advocate for end-users by anticipating, identifying, and addressing their concerns.
• 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

IT Service Desk

Customer Service

Communication

ITIL concepts

Problem solving

Education

Bachelor's degree in IT

Tools

ServiceNow

Remote support 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:

• 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.

Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.