As an IT Service Desk Analyst, you will provide desktop technical support to employees of the enterprise. Solid organizational skills along with the ability to work with little or no supervision while achieving high performance results is a key component of the job. The ability to communicate verbally clearly and concisely, written, and via electronic communication is a must. Although this is a single contributor position working as a team and supporting one another is a large portion of this job.
Primary Responsibilities:
- Answer and resolve technical issues through mostly calls and via chat and web portal at a large corporate Service Desk, efficiently and professionally, in a high-volume call center environment that operates 24x7x365
- Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed
- Assist end users with their endpoint devices, Contact Center solutions applications, Collaboration applications such as WebEx and Jabber
- Troubleshoot corporate applications (MS Office Suite, Tableau, Rightfax, Enterprise supported browsers, Java Plug-ins etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed
- Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal
- 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
- Escalate high priority, high impact issues to the internal support teams
- 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
- Anticipates customer needs and proactively identifies solutions
- 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:
- Undergraduate degree or equivalent experience
- 1+ years of experience in the desktop support technology field
- 1+ years working in a high-volume call center environment
- Hands-on experience with ITIL processes and ITSM tools (ServiceNow, Service Manager)
- IT Helpdesk experience, Desktop/Product Support experience
- Direct customer service or relationship management experience
- Proven experience contributing and aligning to a vision and translating that into practical action
- Proven ability to be a champion for change and continuous improvement
- Proven self-motivated and able to work with little direct supervision and drive results with disciplined follow-through
- Proven adaptable and flexible to meet objectives and changing priorities
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.
Optum is a drug-free workplace. © 2025 Optum Global Solutions (Philippines) Inc. All rights reserved.
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What We Do
We’re the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare. We’re a global organization that’s evolving health care so everyone can have the opportunity to live their healthiest life. With our hands across all aspects of health, we'll provide you with a rewarding career that enables you to grow in the directions that best fit your passions. This is your opportunity to be part of a team that’s dedicated to Caring. Connecting. Growing together.
Our global technology team consists of more than 30,000 innovators from around the world passionate about using technology to improve the lives of people and communities. We are modernizing the health care system through modern analytics, comprehensive clinical expertise, innovative technologies and extensive experience in improving operational and clinical performance.
As part of our team, you will be provided opportunities to channel your curiosity into initiative, working alongside distinguished engineers and developers pursuing innovations that improve the health care experience for everyone. We encourage you to dive in, explore and ask questions about creative ways to use technology to help make the health care system work like an actual system.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Optum has three workplace models that balance the needs of the business, the responsibilities of a job, and your preference for more flexibility. These models are core on-site 5 days/week, hybrid 3 day/s week and telecommute or fully remote.
