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Technical Assistance Expert

1 week ago

Pasig, National Capital Region, Philippines Optum Full time
Overview of Job Responsibilities
As an IT Service Desk Analyst, you will be responsible for managing Helpdesk tickets, troubleshooting technical issues, and escalating complex problems to the next level tier. Your tasks will include running diagnostics to resolve customer-reported issues, analyzing customer concerns via phone, and responding to inquiries using tools provided to support them.

To excel in this role, you must have excellent communication skills, attention to detail, and the ability to multitask effectively. You should be able to work independently and as part of a team, ensuring seamless collaboration with colleagues and external stakeholders. Additionally, you must possess solid knowledge in ticketing tools, inbound call handling experience, and the ability to comply with company policies and procedures.

**Key Performance Indicators (KPIs)**
Your performance will be evaluated based on the following KPIs:
1. Ticket resolution rate
2. Customer satisfaction ratings
3. Timely response to customer inquiries
4. Compliance with company policies and procedures

**Benefits Package**
At Optum, we offer a comprehensive benefits package that includes medical, dental, and vision coverage, as well as a generous retirement plan. Our commitment to your growth and development includes regular training sessions, mentorship programs, and opportunities for advancement within the company.

**What We Offer**
As a valued member of our team, you will enjoy a range of benefits, including flexible scheduling options, telecommuting opportunities, and professional development programs. Our commitment to diversity and inclusion provides a culture where talented peers can thrive and grow professionally.