Tech Support Analyst

Role & responsibilities

An associate degree in computer science or related field.
Excellent communication and interpersonal skills.
A strong working knowledge of computer systems, hardware and software.
Minimum of 7-9 years of experience in IT service management or a related field.
Proven experience in managing a team of IT professionals.
Strong understanding of ITIL processes and best practices.

Qualifications - External

- Undergraduate degree or equivalent experience.
Lead and manage the IT service desk team to meet the service level agreements (SLA)
Manage and coordinate urgent and complicated support issues
Act as an escalation point for all requests and incidents
Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
Determine root cause of issues and communicate appropriately to internal and external customers
Train, coach and mentor service desk staff including career development
Oversee solutions repository and ensure top quality solutions are available to the staff
Develops an effective and workable framework for managing and improving customer IT support in the organization
Monitor and manage phone queue (participating in escalated calls as needed)
Improve usage of IT support resources and increase productivity of the team

Interested candidates can share the resume to Patricia.dsouza@optum.com