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.
- Strong interpersonal, and communication skills with the ability to cross between 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.
WHAT WE OFFER:
- Market Competitive Pay Levels
- Retirement Plan
- Medical Plan (HMO) from Day 1 of employment
- Dental, Medical, and Optical Reimbursements
- Life and Disability Insurance
- Paid Time-Off Benefits
- Sick Leave Conversion
- Tuition Fee Reimbursement
- Employee Assistance Program (EAP)
- Annual Performance Based Merit Increases
- Employee Recognition
- Training and Staff Development
- Employee Referral Program
- Employee Volunteerism Opportunity
- All Mandatory Statutory Benefits
WHO WE ARE:
Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.
As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world.
We're a diverse team with operations across North America, South America, Europe, Asia Pacific and the Middle East. This includes our over 14,000 employees in the Philippines.
Elevate your career with a leading health care company while improving lives.
Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that's dedicated to Caring. Connecting. Growing together.
