senior IT Service Desk analyst - muntinlupa city, ncrUnitedHealth Group

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm) Primary Responsibilities: Answer incoming phone calls from users having problems using computer software and hardware or inquiring how to use specific software or hardware Answer and resolve technical issues through calls that operates 24X7 Diagnose hardware, software, network connectivity issues including LAN, WAN, and VPN access in a Windows environment, offering a variety of level 1 to 2 solutions over the phone Troubleshoot product specific applications and corporate applications (MS Office Suite, Enterprise supported browsers, etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers Demonstrate a highly developed sense of integrity and commitment to customer satisfaction Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.) Meet or exceed statistical metrics regarding ticket and contact quality, first call resolution, schedule adherence, and call handle time Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends acknowledge and respond to tickets submitted via ServiceNow following the defined SLA's Handling war rooms and addressing high priority tickets ensuring application availability and stability Oversee and execute day-to-day process activities, Coordinate Major Incident activities, and support on-call rotation Collaborating with vendor on user and tools' issues and ensure timely resolution Make preliminary identification of problems encountered by network users to determine if they are due to equipment, network or application errors. Escalate to appropriate personnel as needed to achieve resolution Provide technical support to internal staff assist staff in making hardware, software and network changes respond to questions about information regarding operating systems, network use and interoperability of systems Maintain Help Desk logs and records Setup new computers including connecting keyboard, mouse and monitor to PC, checking for proper operation and installation of software Perform basic hardware fixes such as rebooting computers, checking for connection to outlets, replacing printer cartridges, etc. Create and maintain end user documentation Perform related duties as may be required 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: 3 - 5 years overall IT experience 3+ years of experience in production support 3+ years of experience in working in Core ITSM functions 1+ years of experience in Service Desk with experience supporting from a level 1 perspective (Level 2 is a plus) Good knowledge of using Excel and MS Office Knowledge in Microsoft Windows Operating Systems Understanding of ITIL processes/ServiceNow Active Directory for user account creations and security groups Ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner Skilled in problem solving to quickly assess current state and formulate recommendations Working independently and with cross-functional teams Excellent communication skills and the desire to talk to users, vendor and stakeholders Preferred Qualifications: ITIL Foundations Certification or equivalent 3+ years of experience documenting polices, processes, and procedures to support ITSM practices 2+ years of experience in Major Incident, Disaster Recovery programs and/or Operations 2+ years of working in a collaborative, team-based environment Customer Service experience in service industries Knowledge of a Help Desk ticketing/tracking system (ServiceNow) Commitment to continual learning of industry best practices and standards
Monster

Philippines
Permanent
Full-time