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Job Details

UnitedHealth Group

Technical Support Analyst - Taguig, NCR


Technical Support


Taguig City, 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)

As a Technical Support Analyst (RCO), you would work as a part of a dynamic team involved with providing technical support and issue resolution to internal and external customers which may include users of all types and skill levels.

Primary Responsibilities:

  • Work in ITSO RCO Applications Group as a Level 2 (L2) Support, to reinstall the software to personal computing devices if needed to resolve the issue
  • Enjoy challenging troubleshooting and pays attention to details
  • Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast-paced call center environment
  • Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
  • Follow all escalation procedures according to service level agreement
  • Use remote control tool to assist end-users when needed
  • Provide an accurate record of each call in the incident management tracking tool
  • Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply this outside of own function
  • Act as a technical resource to others to resolve problems, issues, errors, or related
  • Anticipate customer needs and proactively identifies solutions
  • Plan, prioritize, organize, and complete work to meet established objectives
  • 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
  • 2 + years of experience in IT Desktop support
  • 2+ years of experience in desktop support, with a focus on remote support tools
  • 2 years of experience in using Altiris toolsets and remote desktop support tools
  • 2 years of experience in installation and troubleshooting of various enterprise software and applications
  • 1 - 3 years of experience in using ticketing tools such as Service Now, HP Service Manager
  • 1+ years of experience in using systems management tools such as SMS or Altiris
  • 2 years of experience in Customer service
  • Experience in providing superior service-oriented desktop support
  • Knowledge and Experience with Windows Desktop OS (win7, win10), MS Office, and other enterprise applications
  • Solid troubleshooting skills, able to find the root cause of issues and rectify it
  • Superior customer service skills, able to interact with a wide range of customers
  • Self-starter and able to work independently while also being part of a great
  • Willing to work on US Daytime schedule and follow US Flexible Holiday

Preferred Qualification:

  • Knowledge and experience with PowerShell scripting

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.