Technical Support Analyst

UnitedHealth Group; Muntinlupa; On-site; PHP 335,000 - 580,000; Full time

Job summary

Optum, part of UnitedHealth Group, is seeking an IT Service Desk professional in the Philippines to deliver technical support to the enterprise, triage issues, and assist with provisioning, installations, upgrades, and incident restoration to keep services running smoothly.

The ideal candidate has a Bachelor’s degree or equivalent IT experience, 2+ years in a customer service or IT service desk role, hands-on experience with applications and ITSM tools, and strong communication skills.

Qualifications

• Bachelor's degree or equivalent IT experience.
• 2+ years in a Customer Service Support or IT Service Desk environment.
• Hands-on experience supporting various applications and/or IT Service Desk tools and systems.
• Good understanding of organizational goals and objectives.
• Strong written and oral communication skills.
• Ability to prioritize and execute tasks in high-pressure environments and in emergencies.

Responsibilities

• Provide technical support to the enterprise.
• Understand technology functionality, SOPs, common issues, and solutions.
• Maintain up-to-date knowledge about deployed technologies and their business impact.
• Empathize with end-user needs and provide technology guidance.
• Stay current on technology trends.
• Provide reliable and consistent service to users.
• Act as advocate for customers and address needs proactively.
• Perform routine or structured work and respond to routine requests.
• Use existing procedures to solve routine problems.

Skills

Customer service orientation

Written and oral communication

Interpersonal skills

Problem solving under pressure

Research skills for security issues

Education

Bachelor's degree or IT-equivalent experience

Tools

ITSM tools

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.

This function includes employees working on 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

• Includes data center construction, operations, and maintenance employees

Primary Responsibilities:

• Positions in this function provide technical support to the enterprise
• Be able to understand technology functionality, standard operating procedures, common issues, and solutions
• Maintain up-to-date knowledge about deployed technologies and how they affect the business
• Empathize with end-user needs and provide technology guidance
• Stay current on technology trends
• Provide reliable and consistent service
• Act as advocate for customer
• Anticipate, identify, and address needs
• Performs routine or structured work
• Responds to routine or standard requests
• Uses existing procedures and facts to solve routine problems or conduct routine analyses
• Depends on others for instruction, guidance, or direction
• Comply with all applicable Company policies, procedures, and business directives, including any changes relating to work location, team assignments, work schedules, and flexible work arrangements

Required Qualifications:

• Bachelor's degree or equivalent experience in IT
• 2+ years of experience in a Customer Service Support or IT Service Desk environment
• In-depth knowledge and hands-on experience supporting various applications and/or IT Service Desk tools and systems
• Basic knowledge of theories, practices and procedures in a function or skill
• Good understanding of the organization's goals and objectives
• Proven solid interpersonal, written, and oral communication skills
• Proven ability to conduct research into security issues and products
• Proven ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situation
• Proven ability to present ideas in a friendly manner
• Proven solid stakeholder service orientation

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. Optum Global Solutions (Philippines) Inc. All rights reserved.