Casual Employee PHL – Associate Technical Support Analyst II


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:

  • 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/Web tickets 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 Helpdesk support and perform other activities based on SOPs Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines
  • Update users about request status and close request when users are satisfied with solutions
  • 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:

  • College Graduate
  • 1 – 5 years of experience in L1 call handling in IT Support
  • Excellent communication skills in English
  • L1 Service Desk level technical knowledge
  • Ready to work in 24/7 work environment
  • Active listening and remote desktop skills
  • Good knowledge of Microsoft tools like Word, Excel, PowerPoint, etc. 
  • Above average knowledge of network tools LAN and WAN

Preferred Qualifications: 

  • Good probing skills and analytical skills
  • Analysts with ServiceNow knowledge 


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/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. © 2021 Optum Global Solutions (Philippines) Inc. All rights reserved.

Job Keywords: Technical Support Analyst, Technical Support, Tech Support, Call Handling, IT Support, Service Desk, Remote Desktop, LAN, WAN, Cebu City, Cebu

Salary: ₱15000 - ₱25000
Address: Cebu City, Philippines