IT Service Desk Team Lead - Applications SME - Cebu City, Cebu

UnitedHealth Group (Cebu, Philippines) 2 days ago



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:

  • Coordinate, supervise, and be accountable for the daily activities of business support, technical or production team or unit
  • Answer and resolve technical issues through mostly calls and via chat and web portal at a large corporate Service Desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365
  • Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed
  • Assist end users with their endpoint devices, Contact Center solutions applications, Collaboration application such as WebEx and Jabber
  • Troubleshoot corporate applications (MS Office Suite, Tableau, Rightfax, Enterprise supported browsers, Java Plug-ins etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed
  • Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, 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.
  • Accurately, quickly, and efficiently type record all interactions with customers in an incident management tracking tool
  • 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, non-production time, etc.).
  • Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time
  • Anticipate customer needs and proactively identifies solutions



Required Qualifications (Applications Skillset) :

  • 3-5 years of experience in Application support with experience supporting from a level 1 to 2 perspective
  • Experience with MS Office (Outlook, Excel, etc.) and other enterprise applications support and maintenance
  • Experience with end-user support for Citrix and Virtual Desktop Environments
  • Knowledge and extensive experience with Enterprise approved Browser and Java Plug-in Troubleshooting
  • Knowledge and experience with Terminal Emulators such as Putty, MobaXterm and others

Required Qualifications
(Connectivity Skillset) :
  • 3-5 years of experience in Connectivity support with experience supporting from a level 1 to 2 perspective
  • Knowledge and experience on Network performance, data/connectivity degradation, system events and alerts (Telco, ISP)
  • Extensive knowledge on Networking Principles (LAN/WAN, OSI Layer, TCP/IP and other networking protocols)
  • Understanding of packet analysis and packet capture utilities

Required Qualifications
(Applications and Connectivity Skillset) :
  • At least 5+ years of experience in a call center environment or equivalent
  • Experience with Service Ticketing/Tracking Systems
  • Experience with Remote Control/Remote Assistance tools
  • Experience with Knowledge Management systems (e.g. Universal Knowledge Suite, ServiceNow, etc.)
  • Amenable to work in IT Park, Cebu City
  • Amenable to work on Night Shift

Preferred Qualifications (Applications and Connectivity Skillset) :

  • HDI / ITIL Service Desk Certification
  • Bachelor's degree
  • 3-5 years of experience in Application support in a Service Desk
  • Experience working in environment where success was gauged by balancing first call resolution, call handle time and, 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 with ServiceNow
  • Experience working with a knowledge base or knowledge tool
  • Experience using and supporting IP phone systems
  • Experience with handheld devices
  • Experience with supporting MAC hard and software
  • Experience in a large corporate environment
  • Exposure to or knowledge of ITIL practices
  • Avaya Site Administration/Avaya Communications Manager/WWE Genesys
  • Bomgar, native tools within Windows, and Altiris (Symantec)
  • Typing speed of 50 WPM
  • Enjoy challenging troubleshooting situations and pays attention to details
  • Self-starter and able to work independently while being part of a decentralized team

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. © 2020 Optum Global Solutions (Philippines) Inc. All rights reserved.

Job Keywords: IT Service Desk Team Lead, Applications SME, IT Service Desk, Technical Support, Helpdesk, Helpdesk Supervisor, Associate Manager Service Desk, Technical Support Supervisor, Application Support, Citrix, Virtual Desktop Environment, Terminal Emulator, Putty, MobaXterm, Connectivity Support, Service Ticketing, Tracking Systems, Remote Control, Remote Assistance, Knowledge Management, Cebu City, Cebu

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