Tech Support Analyst — Global IT Helpdesk & End-User Impact

Optum Philippines; Muntinlupa; On-site; PHP 446,000 - 781,000; Full time

Job summary

Optum Philippines is seeking an IT Service Desk Analyst to provide multi-channel technical support across internal users, vendors, patients, and clients. You will empathize with end-user needs, deliver technology guidance, and ensure reliable service through established procedures.

The role includes incident management, problem resolution, and documenting troubleshooting steps to improve service quality. The ideal candidate has 2+ years in IT service desk, strong communication skills, and

Qualifications

• Bachelor's degree or equivalent in IT.
• 2+ years of experience as an IT Service Desk Analyst.
• Experience in high-volume, large corporate environments.
• Proficient in ticketing systems such as ServiceNow.
• Excellent interpersonal and communication skills.

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
• Acts 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

Skills

IT Service Desk

Remote support

O365

Ticketing systems

Incident management

Communication skills

Education

Bachelor's degree or equivalent experience in IT

Tools

ServiceNow

Job description

Optum Philippines is seeking an IT Service Desk Analyst to provide multi-channel technical support across internal users, vendors, patients, and clients. You will empathize with end-user needs, deliver technology guidance, and ensure reliable service through established procedures.

The role includes incident management, problem resolution, and documenting troubleshooting steps to improve service quality. The ideal candidate has 2+ years in IT service desk, strong communication skills, and