Tech Support Analyst - Bangalore, KA

Tech Support Analyst - Bangalore, KA

Optum
4-7 years
Not Specified

Job Description


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)
The analyst provides support to end users in resolving issues with computer programs, hardware, and peripherals. In this role, the analysts may focus on a specific aspect of the IT (Infrastructure Technology) department, such as applications, or they may provide general technical support to end users. They also manage the flow of incoming support requests and escalate issues to other IT functions.
Primary Responsibilities:
  • Provide hardware / software / network problem diagnosis resolution via telephone global calls /email/chat/Web tickets for customers end users also use remote control tool to assist end users
  • Installing and configuring hardware and software
  • System Support - Break Fix/Maintenance tasks
  • Following up with clients to ensure the problem is resolved
  • Replacing or repairing the necessary hardware parts
  • System Support - Upgrades and Patches/Vendor Management
  • Supporting the roll-out of new applications
  • Providing support in the form of procedural documentation
  • Managing multiple cases simultaneously
  • Testing and evaluating recent technologies
  • Routing problems to internal 2nd and 3rd level IT support staff
  • Providing level 2 support for Helpdesk and perform other activities based on SOPs (Standard Operating Procedures)
  • Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL (Information Technology Infrastructure Library) 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 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 regarding 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
  • 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

Soft Skills:
  • Demonstrate ability to complete project work according to established timelines and deadlines and work with minimum supervision
  • Ability to interact and communicate with all levels of personnel and management and be able to effectively perform assigned duties in a team - oriented environment
  • Must have strong troubleshooting skills and a demonstrated commitment to solving user problems
  • Prioritize and organize work to meet deadline

Required Qualifications:
  • 4+ years of work experience as an IT or desktop support technician and ready to work in 24/7 work environment
  • In-depth knowledge of computer hardware, software systems, routers, and peripherals
  • Knowledge of operating systems, office software, enterprise software, and server systems
  • Proficiency in Windows/Linux/Mac OS (Operating Systems)
  • Excellent communication skills and technical knowledge

About Optum

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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