L2 Helpdesk Analyst
UnitedHealth Group
Quezon City, Philippines
4d ago

Position Description

  • Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration;
  • determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases / deployments;
  • and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees with basic, structured, standard approach to work.

    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 24 / 7, 365 days a year

    Proficiently manage the resolution of inbound technical calls; balance 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.

    In addition, 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 identify 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 :

  • 3+ years of overall experience
  • 1+ years of experience in a call center environment or equivalent
  • 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
  • Experience using an incident or call tracking system
  • Experience performing remote troubleshooting and incident resolution
  • Preferred Qualifications :

  • Bachelor's degree
  • HDI Service Desk Certification
  • 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, Helpdesk, Technical Support, Service Desk, Desktop Support, Windows 7, Windows 10, Quezon City, QC, NCR, National Capital Region

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