Technical Support Analyst

Requisition Number: 2357855
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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
Under general supervision, a Senior Technical Support Specialist provides first-tier support to end users with hardware, custom and third-party software applications, networks, telephony systems, and application security issues. Documents initial analysis and data gathering of issues. Documents resolution to reported problems. Acts as first point of contact for end users at Help Desk and escalates more complex problems to Level 2 support. Assists end users with issue, by working at end user stations to resolve issues.
Designation : Tech Support Analyst
Location : INDIA - Hyderabad
Support : 24*7/Rotational Shifts
Primary Responsibilities:

• Work with internal customers to answer the Help Desk telephones in a professional, courteous, and timely manner. Provide technical assistance to end users for software applications, desktop/laptop computer hardware, and peripheral devices. Act as first point of contact to end-users. Apply general knowledge of hardware, custom and third-party software applications, networks, telephony systems, Windows AD, AS/400, and application security to analyze and prioritize issues. Work with Help Desk Supervisor in logging all calls in the Help Desk ticketing system. Escalate urgent problems for resolution to Supervisor or Management and documents resolution to reported problems
• Utilize knowledge bases and documentation to debug issues. Work with predefined procedures (escalation paths, service level agreement guidelines, definition of issue type, priority, and impact) for the Help Desk. Work with remote end users to debug issues and provides solutions or escalate issues as determined necessary. Work with end users to set expectations on time to resolve more complex issues and follows up with end users on status of issues
• Work with Help Desk team in sharing information on open issues requiring follow up with the technician who has the next shift or Second level. Perform other duties as assigned by management. You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in
• 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
• User Responsibilities:
  Leverage enterprise-approved AI tools to enhance productivity and innovation by streamlining workflows and automating repetitive tasks. Evaluate emerging trends to drive continuous improvement and strategic innovation.

Required Qualification:

• 2+ years of experience

Preferred Qualifications:

• Bachelor's degree in computer science, information systems or a related field
• 2+ years of experience working in end-user support and IT performance analysis role
• IT / ITES Voice/Chat and Email based Service Desk Experience
• Quick learner and able to multitask
• Comfortable for Overtime to provide after-hours/holiday support when needed
• Ready to work in 24*7 Shifts on a Rotational basis

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.