Technical Support Analyst: Impactful IT Service Desk

Hammerjack Pty Ltd; Muntinlupa; On-site; PHP 280,000 - 420,000; Full time

Job summary

Optum Global Solutions (Philippines) Inc. is seeking an IT Service Desk Analyst to provide first-line technical support across multiple channels, including email, chat, and calls.

You will diagnose incidents, document resolutions, and escalate complex issues while maintaining high service levels. The ideal candidate has 2+ years in IT service desk roles, hands-on experience with ServiceNow, Office 365, and remote support tools, and strong communication with technical and non-technical audiences.

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

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 ... (the clause up to '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

Interpersonal skills

Communication skills

Customer service

Education

Bachelor's degree or equivalent experience in IT

Tools

ServiceNow

Office 365

Remote support tools

Telephony systems

Job description

Optum Global Solutions (Philippines) Inc. is seeking an IT Service Desk Analyst to provide first-line technical support across multiple channels, including email, chat, and calls.

You will diagnose incidents, document resolutions, and escalate complex issues while maintaining high service levels. The ideal candidate has 2+ years in IT service desk roles, hands-on experience with ServiceNow, Office 365, and remote support tools, and strong communication with technical and non-technical audiences.