Service Desk Specialist I

Company: UnitedHealth Group
Location: Grandview
Posted on: March 19, 2023

Job Description:

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life's best work. SM

The Service Desk Specialist I provides first line Information Technology support at Owensboro Health. They are responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

Primary Responsibilities:

• Identifies, researches, and resolves IT issues by responding to telephone calls, email, and on-line inquiries
• Responsible for the effective and efficient gathering and actively resolving customer requests within established SLAs (Service Level Agreements)
• Answers client calls, emails, and on-line inquiries related to Information Technology issues
• Logs call details into incident management systems and provides response and resolution to the customer
• Ensures incidents and service requests are properly escalated and assigned to appropriate support groups
• Provides communication to end users concerning the status of incidents, service requests, and changes
• Maintains knowledge and expertise associated with applications specific to users
• May be part of 24x7 rotation
• Utilizes excellent customer service skills to exceed customer's expectations
• Follows established Knowledge Based Articles (KBAs), processes, and procedures
• Preserves and grows knowledge of Service Desk procedures, products, and services
• Follows documented processes and procedures
  You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
  
  Required Qualifications:
  • High School Diploma/GED (or higher) OR 2+ years of Service Desk experience
  • 1+ year of service/help desk or customer service experience
  • Ability to work 1st or 2nd shift hours
    Preferred Qualifications:
    • Basic knowledge of Information Technology processes and procedures
      Soft Skills:
      • Critical thinking skills & decisive judgement
      • Ability to work in a stressful environment
      • Excellent communication, presentation, organizational and interpersonal skills
        Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.
        
        At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
        
        Diversity creates a healthier atmosphere: UnitedHealth Group 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.
        
        UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
        
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Keywords: UnitedHealth Group, Evansville , Service Desk Specialist I, Other , Grandview, Indiana