Technical Support analystUnitedHealth Group

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
Primary 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 (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:
2+ years of experience as IT Service Desk analyst
Knowledgeable in ticketing tools like ServiceNow
Knowledgeable in remote tool applications, O365 applications, and telephony system
In-depth knowledge and hands-on experience supporting various applications and/or IT Service Desk tools and systems
Has basic knowledge of theories, practices and procedures in a function or skill
Solid interpersonal, and communication skills with the ability to cross between technical and non-technical audiences
Can report onsite daily
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.
Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Optum is a drug-free workplace. © 2023 Optum Global Solutions (Philippines) Inc. All rights reserved.
UnitedHealth Group

Muntinlupa City, Metro Manila
Permanent
Full-time