Technical Support analystUnitedHealth Group

Positions in this function provide technical support to the enterprise. 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. It also includes data center construction, operations, and maintenance employees.
Primary Responsibilities:
Serve as the first point of contact for customers seeking technical assistance via phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Direct unresolved issues to the next level of support personnel
Provide root-cause analysis and provide accurate information on IT products and services
Submit knowledge-based articles for newly identified issues
Record events and problems and their resolution in logs
Identify and suggest possible improvements on procedures
Basic knowledge of theories, practices and procedures in a function or skill
Perform routine or structured work
Respond to routine or standard requests
Use existing procedures and facts to solve routine problems or conduct routine analyses
Depend on others for instruction, guidance or direction
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:
Graduate or completed at least 2 years of Bachelor of Science in IT, Computer Science, Engineering, or relevant field
At least 2 years of proven experience in IT Help Desk or other customer support role
Tech savvy with working knowledge of office or hospital automation products, databases, and remote control
Good understanding of computer systems, mobile devices, network, printers, hardware and software.
Ability to diagnose and resolve basic technical issues
Excellent communication skills
Customer oriented and cool-tempered
UnitedHealth Group

Cebu City, Cebu
Permanent
Full-time