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Job Details

UnitedHealth Group

Sr Tech Support Analyst - Sr Service Desk - Muntinlupa City, NCR (108654700)

Customer Service




Alabang, Calabarzon, Philippines

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

Primary Responsibilities:

  • Identifies correct knowledge documents and support materials to answer questions and troubleshoot issues
  • Learns about technology deployments and how they fit within business model/strategy
  • Explains general navigation to customers; Translates technical terms to non-technical users to help in explaining navigation
  • Shows an interest in learning more advanced aspects of the functional skills
  • Translates technical terms and concepts to non-technical users
  • Can apply functional knowledge and skills to tasks and problems
  • Applies knowledge of technology to troubleshoot issues, identify and resolve security or monitor performance
  • Demonstrates a mindset of career-long continuous learning, improvement, and growth
  • Seeks to understand how customers are interacting with technology and pro-actively recommends opportunities to improve support
  • Volunteers for and seeks out opportunities to learn and support new technologies
  • Positions self to take the lead on initiatives
  • Assesses team resource needs and adapts based on desired outcomes
  • Recommends new technologies or modifications that improve business outcomes
  • Communicates effectively has the industry knowledge needed to accomplish objectives
  • Provides team development support and builds capacity to achieve goals and mentor talent
  • Synthesizes technical information, learns, and applies the best lessons of experience
  • 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:

  • 5+ years of experience in a Customer Service Support or IT Service Desk environment
  • Experience Identifying and executing automation and process improvement initiatives to improve efficiencies
  • In-depth knowledge and hands-on experience supporting various applications and/or IT Service Desk tools and systems

Preferred Qualification:

  • Subject Matter Expert role experience

Personal Attributes:

  • Good understanding of the organization's goals and objectives
  • Strong interpersonal, written, and oral communication skills
  • Able to conduct research into security issues and products as required
  • Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations
  • Ability to present ideas in a friendly manner
  • Strong stakeholder service orientation

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity/Affirmative Action 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. © 2022 Optum Global Solutions (Philippines) Inc. All rights reserved.