Tech Support Analyst - Alabang

Optum, a UnitedHealth Group Company; Mimaropa; On-site; PHP 360,000 - 540,000; Full time

Job summary

Optum is seeking an IT Service Desk Analyst in the Philippines to support end users across remote and on-site environments. You will handle incident management, ticketing, and service requests with a focus on speed and quality.

The role requires 2+ years in IT Service Desk, familiarity with ServiceNow, O365, and telephony systems, plus strong communication to bridge technical and non-technical audiences.

Qualifications

• 2+ years of experience in IT Service Desk
• Knowledgeable in ticketing tools like ServiceNow
• Experience with remote tools, O365 apps and telephony systems
• Hands-on experience supporting IT Service Desk tools and systems
• Good interpersonal and communication skills across technical and non-technical audiences

Responsibilities

• Performs incident management response and restoration; prioritizes issues and fulfills service requests
• Documents data center troubleshooting and resolutions for knowledge sharing
• Understand technology functionalities and standard operating procedures
• Maintain up-to-date knowledge about deployed technology trends
• Suggests continuous service improvements via gap analysis
• Promotes healthy working relationships with peers and leaders
• Complys with policies and employment terms including transfers and shifts

Skills

IT Service Desk

Communication

Onsite reporting

Education

College degree

2+ years IT Service Desk 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:

• 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 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

Required Qualifications:

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

Preferred Qualification:

• 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.