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L2 Helpdesk Analyst - Taguig City, NCR

IT/ Computers - Software
Other Information Technology
Posted On
13th Feb 2019
Job Ref code
Job Description

The Technology Support Center (TSC) is the IT Service Desk for Optum, part of the UnitedHealth Group family of businesses, and UnitedHealth Group. The TSC team supports more than 250,000 domestic and international employees while operating 24x7 year-round, including all holidays. While taking in excess of 175,000 contacts per month the TSC offers first level technical support for: 4,000 plus systems and applications, servers, desktop, telephone, and network issues. Additionally, the team also offers support for telecommuter issues, and voice (telephone, voicemail) issues.

The TSCs mission is to be the single point of contact for Optum businesses by providing high quality, innovative and cost effective technical support.

The Technical Support Analyst in the TSC is fundamental part of a global IT support team, responsible for answering incoming calls, chats, email and web submissions from customers and resolving technical issues, while ensuring a high level of customer service and maximizing productivity. Successful candidates will handle 60+ calls/day with regard to all areas of Optum IT infrastructure and applications, they will work with various internal support groups to escalate complex high priority/high impact issues, as well as ensure a high degree of customer service and focus. Effective candidates will have shown at least a year of experience resolving technical issues over the phone, demonstrated troubleshooting and technical ability, and an ability to effectively communicate technical solutions to non-technical customers. Candidates should be at a level 2 technical proficiency and solve technical issues remotely.

Primary Responsibilities:

  • Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365

  • Proficiently manage the resolution of inbound technical calls; balancing the need for customer service 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

  • Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment using remote control tools to assist customers when needed using level 2 technical skills for troubleshooting and resolution

  • Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed

  • Provide feedback on technical documentation for publication in Knowledge Base

  • Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool

  • Anticipate customer needs and proactively identifies solutions

  • Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time

  • 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, off phone time, etc.)

  • Work in a low-wall cubicle environment with moderate noise levels

Required Qualifications:

  • 2+ years of experience in level 2 technical support or desktop support performing troubleshooting and incident resolution activities within agreed service levels and quality metrics

  • 2+ years of experience with PC operating systems including Windows 7 and Windows 10

  • 1+ year experience in a call center environment or equivalent

  • Experience using an incident or call tracking system

  • Experience performing remote troubleshooting and incident resolution

Preferred Qualifications:

  • HDI Service Desk Certification

  • Bachelor's degree

  • Experience working in environment where success was gauged by balancing call handle time and first call resolution or other specific metrics

  • Experience assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions)

  • Experience working with a knowledge base or knowledge tool

  • Experience using and supporting IP phone systems

  • Experience troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN) issues by phone

  • Experience with supporting Microsoft Office Suite (including Outlook) and handheld devices

  • Experience with supporting MAC hard and software

  • Experience in a large corporate environment

  • Exposure to or knowledge of ITIL practices

  • Typing speed of 50 WPM

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system 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 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. © 2019 Optum Global Solutions (Philippines) Inc. All rights reserved.

Job Keywords: L2 Helpdesk Analyst, Helpdesk Analyst, Technical Support Analyst, Technical Support, Desktop Support, Taguig City, NCR, National Capital Region