Technical Support Analyst – Service Desk


Company Info

UnitedHealth Group


Technical Support Analyst – Service Desk

UnitedHealth Group

Primary Responsibilities:
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution
  • Provide hardware/software/network problem diagnosis resolution via telephone global calls/email/chat for customers end users
  • Route problems to internal 2nd and 3rd level IT support staff
  • Troubleshoot client software and basic network connectivity problems
  • Provide level 1 remote desktop support and perform other activities based on SOPs
  • Log incidents and service requests, categorize and prioritize them, and manage their life cycle as per ITIL guidelines
  • Update users about request status and close request when users are satisfied with solutions


Required Qualifications:
  • 1-3 years of experience in L1 call handling in IT Support
  • Prior call experience in a international IT Help Desk
  • Good communication skill and basic technical knowledge
  • Excellent communication skills
  • Ready to work in 24/7 work environment
  • Active listening and remote desktop skills
Preferred Qualification:
  • Good probing and analytical skills
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)


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Posted: March 23, 2019

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