331 Technical Support Analyst jobs in the Philippines

Position Details
• Position Title: Senior Technical Support Analyst br>• Work Setup: Onsite < r>• Location: Makati City < r>• Salary Range: PHP 55,000 – 60,000 (depending on experience and qualifications)

Candidate Preferences
• With strong corporate/enterprise-level IT support experience < r>• Excellent problem-solving and communication skills < r>
Technical Requirements
Experience in:
• Windows Server administration and lifecycle management < r> Technical support (Level 3) < r> • Active Directory, Office 365, remote access tools < r> br>Preferred Certifications:
• Azure Fundamentals (AZ-900) < r> • MCSA or MCP (a plus)

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. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
**Primary Responsibilities:**
+ Understand technological functionalities, standard operating procedures, common issues, and solutions
+ Answer incoming phone calls to the IT Service Center within the specific target time and with an expected First Call Resolution Rate
+ Respond to and diagnose computer and technical application support incidents by effectively utilizing tools for resolution or routing to the next level of support
+ Thoroughly track all interactions with customers in an incident management tracking tool
+ Escalate high priority, high impact issues to appropriate internal support teams
+ Proficiently manage the resolution of technical engagements; balancing customer service, providing support, and issue resolutions
+ Collaborate with management to develop and validate methods, techniques and analytical approaches to deliver services and complete tasks. May provide guidance to lower-level staff
+ Subject Matter Expert
+ Utilize the "quality of service" processes to identify areas of improvemen
+ Manages complex Incidents assigned or transferred to IT Service Center, will be assigned to Senior queues
+ Act as incident coordinator for escalated issues
+ Assists co-workers with problem solving and problem escalation
+ Knowledge Management
+ Handles Knowledge management (authors, updates, create new knowledge articles). Maintain up-to-date knowledge about deployed technology trends and how they affect the business
+ Document supporting notes and utilizing the knowledge base to follow appropriate processes
+ Process Improvement
+ Work on IT Service Desk Communication, roadshows to educate users/team on new/update on the process workflow. Effectively translate complex technical concepts into consumable language to assist users of varied technical abilities
+ Provides guidance and information to others on topics within the area of expertise
+ Act as a mentor/coach of Technical Support Analyst team members
+ Conducts root cause analysis on recurring issues by using pertinent data trends and facts to identify and solve a range of problems within the area of expertise
+ Investigates non-standard requests and problems in collaboration with other support groups
+ Prioritizes and organizes own work to meet deadlines
+ Demonstrate a highly developed sense of integrity and commitment to customer satisfaction
+ Company Adherence
+ Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
+ Meet or exceed operational targets and individual KPI
+ Adhere to a defined work schedule, procedures and performance standards
+ Promotes a healthy working environment by exercising healthy working relationships with peers, leaders, counterparts
+ 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 regard 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
**Required Qualifications:**
+ 3+ years of hands-on experience as a level 2 or SME/Coach in a Service Desk environment supporting Enterprise level users
+ Extensive experience with Operating Systems support including but not limited to Windows Environment, Cloud-based applications, Virtual platforms, Telephony tools, and O365 Applications and tools
+ Experience in a large corporate environment with high volume capacity
+ Experience with Service Ticketing/Tracking Systems (ServiceNow preferred)
+ Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec) preferred)
+ Knowledgeable with end-user devices and computer peripherals troubleshooting (input devices like mouse and keyboard, output devices like monitors and projectors, headsets, docking stations, printers, etc.)
+ Knowledgeable in different VDI platforms
+ Owner/Authors Knowledge Management (e.g. Universal Knowledge Suite, ServiceNow, etc.)
+ Can report on site as needed.
**Preferred Qualifications:**
+ Healthcare background
+ Knowledgeable with Healthcare applications/tools
_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._
_Optum is a drug-free workplace. © 2025 Optum Global Solutions (Philippines) Inc. All rights reserved._

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. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start **Caring. Connecting. Growing together.**
**Primary Responsibilities:**
+ Imaged Ready Devices in DSM: Maintain sufficient buffer of imaged machines of all models (Standard & Non-Standard both) in DSM and same should reflect on RFC dashboard
+ Device Imaging for New hires & Mixed Build tickets: Take assignment & act on the new hires & Mixed build tasks and prepare the devices and create Device Deployment Tool (DDT) task for asset allocation. Priority should be to work on the base location SC tasks and then remote locations. Install applications as required
+ Lifecycle Replacement Program: Site specific identified Global Provisioning Solutions (GPS) team members to take ownership and follow up with the users to expedite the device replacement under Replacement Computer Program (RCP) basis the data shared by RCP SPOC and update the status in respective tools & trackers
+ Local Incident task for device diagnosis under Walkin: Level 2 Support team to create local incident for GPS team, if any device needs to be repaired by the resident HP/Mac engineer. Incident task assignment to be done by the physically available GPS analyst post user visits to GPS window
+ Local Task and Repair of Faulty Devices: Level 2 support team to create 2 local tasks in case of device replacement, one for new device delivery and the other one for repair of recovered devices. GPS team must take all the necessary measures to get the break-fix devices up and running at the earliest possible through part scavenging, new spare parts, etc.
+ Faulty Device Repair (In Warranty/Out of Warranty/Physical Damaged cases) etc.
+ Coordinate with vendor for warranty support and make sure that devices are getting repaired on time
+ Conduct thorough technical checks for any initial diagnosis and repair by vendor
+ Creating ticket for SWAT team to lock/unlock the ID's and devices which were received via email from HR Operations
+ In charge of IT asset cost charging end to end process for parts replacement
+ Participate in process improvement or automation six sigma projects
+ Daily update of machine and peripherals status and add new asset details entry to IT Asset Registry, LAM (Lifecycle Asset Management) Tool, Trac-IT and HAM tool database
+ Process HAM Tool tickets received (such as machine request, peripherals, and asset movement) and coordinate with end user for any clarifications or concerns
+ Process RCO Shipping Center (DDT) tickets received for New Hire, Break Fix, Mixed Build, Lifecycle Migration machine issuance
+ Facilitate disposal activities end to end including HDD/SSD disposal
+ Conduct physical checking of stock inventory in storage room for Bi-monthly, Quarterly and Bi-annual reconciliation audits
+ In charge of IT Asset Exit Clearance (HR Allsec tool), documents fillings and manage reports for separation clearance
+ Facilitate all temp offline and for investigation tickets received from Asset Recovery Team. Give instructions to AFS (Asset Field Services) for physical verification if needed
+ Facilitate any email and call concerns or queries from business
+ Facilitate receiving new order deliveries and permit processing
+ Plan and schedule the asset movement request received from customers and give it to AFS (Asset Field Services) staff to execute things such as machine set up, seat arrangement
+ Facilitate physical audit checks / roving inspection of all IT hardware assets deployed / issued in Office along with AFS (Asset Field Services) staff
+ Facilitate tasks assigned by supervisor or manager based on business needs
+ 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
**Required Qualifications:**
+ Bachelor's Degree: Computer Science, Information Technology, Computer Engineering, a related technical field, or equivalent practical experience in Technology and Engineering
+ 1+ years of experience in each of the following areas:?
+ Solid technical background in IT Hardware Asset Management (Asset lifecycle stages end to end process)
+ Solid technical background in Technology Desktop/ PC support, software installation, imaging machines and configuration
+ Technical experience in Network (LAN/WAN)
+ Excellent verbal and written communication and interpersonal skill experience
+ Extensive Customer Service experience
+ Knowledgeable and have experience of Altiris toolset, DSM, MECM (Microsoft Endpoint Configuration Manager)
+ Knowledgeable and have experience of MS Office, Excel, PowerPoint
+ Knowledgeable and have experience of Microsoft Windows 11 Operating System
+ Knowledgeable and have experience of ServiceNow, HPSM, or any IT ticketing tool
+ Proficiency in using hardware analysis tools and software
+ Proven ability to work under pressure and meet tight deadlines
+ Proven self-starter and able to work independently
+ Proven flexibility and adaptability to changing requirements
+ Willing to take overtime if required
**Preferred Qualifications:**
+ MS Power BI experience
+ Macros creation experience
+ SharePoint experience
_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._
_Optum is a drug-free workplace. © 2025 Optum Global Solutions (Philippines) Inc. All rights reserved._

**Role Purpose:**
Responsible for resolving incoming telephone and email requests within the agreed service levels as well as handling Level 1 escalations including medical emergency situations and handle any customer escalations. In addition, he/she is responsible for assisting the Team Lead in the daily monitoring of support issues reported by the field and assures Help Desk Analyst (Level I Analyst) awareness.
**Job Responsibilities:**
+ Adhere strictly to shift schedule.
+ Flexibility to changes in shift schedules.
+ Provide comprehensive Customer/Technical support services to support center customers by phone and or email.
+ Take all steps to troubleshoot issues reported to them and resolve or escalate to next level of support.
+ Use all available Knowledge Management Tools during processing.
+ Take all necessary steps to ensure customer satisfaction at the end of the service.
+ Create and submit detailed call/email logs documenting customer interactions.Accuracy, thoroughness, and timeliness are key call /email logging components.
+ Confirm and update customer profile information as needed.
+ Act as first point of escalation for Help Desk Analyst (Level I Analysts) and be knowledgeable on client specific work flow.
+ Promptly notify management of any potentially "dissatisfied" customers.
+ Follow all documented escalation procedures, including hand off times, for issues requiring counterpart intervention.
+ Confer with Team Lead to identify trending problems and work to develop solutions to open issues.
+ Follow all documented procedures to handle open calls/tickets, including monitoring open call/ticket queues, placing follow ups, etc.
+ Proactively seek and possess business acumen for all clients (internal and or external) supported.
+ Maintain proficiency in all applications utilized by clients supported.
+ Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
+ Assist in the mentoring of Level I Analysts Backup role.
+ Be familiar with HD Supervisor functions and assume Supervisory responsibility in their absence.
+ Perform customer support related tasks and special projects as assigned by management.
**Job Requirements:**
+ College graduate. (min. 4 year course) or equivalent work experience.
+ Call center or sales skills and experience.
+ Minimum of 12-18 months of Level I Help Desk/Technical Support experience preferred.
+ Excellent verbal and written communication skills.
+ Customer Service Skills.
+ Microsoft Office Suite, Windows Operating Systems, and Internet applications.
+ Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.
+ Candidate must be willing to work in shifting schedule.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
EEO Minorities/Females/Protected Veterans/Disabled

**Job Description**:

- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support
- Provide essential online security advice and support
- Managing one or more customer service or service desk functions.
- Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services.
- Delivering customer service through multiple channels including human, digital, self-service, and automated.

Qualification
- Applicant should have at least with 3 years of call center experience.
- Helpdesk / Technical Support account is required.
- Strong command of the English Language both spoken and written.
- Amenable in shifting schedules
- Understands his / her key performance indicators.
- Understand the relationship of work quality and how it impacts efficiency
- Dedicated at work - no Attendance issue with previous employers
- Ability to multi - task and work on holidays / Saturdays and Sundays.
- Had a good stint in the from previous organizations - not a call center hopper.
- Example: Call center hoppers move from one organization to another in a span of 1 year or less.
- Ability to work with other team members.
- Applicant should have a Helpdesk / Technical Support background
- Someone who understands technical troubleshooting
- Example: Active Directory, LAN, Sound Card, Routers, etc.
- Someone who has strong logic formulation or thought process.
- High average typing skills = 50 words per minute
- Has good critical thinking
- Ability to work with a high level of accuracy and very keen to details

**About NCR Atleos**
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
TITLE **: Help Desk Representative (II)**
GRADE **: 7**
**Position Summary & Key Areas of Responsibility**
+ Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services
+ 7x24 monitoring of customer's ATM/ABM network across Canada, which includes six different time zones
+ Accountable for continuously receiving and handling high volumes of customer calls
+ Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
+ Determine alert priority based on documented processes and guidelines
+ Use tools to remotely access customer equipment to diagnose and resolve customer problems
+ Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
+ Escalate customer problems both internally and externally, as required and according to defined escalation paths
+ Acquire and maintain current knowledge of relevant product offerings and support policies
+ Participate in special projects as assigned to continuously improve processes, tools, systems and organization
+ Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
+ Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
+ Contribute as a team member; participate in objective setting, performance management, reward and recognition programs
+ Requires rotation in work hours involving weekends and holidays
**Basic Qualifications**
+ Bachelor's degree
+ Bilingual (English/French)
+ The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
+ Knowledge of Automated Banking Machines (ATM/ABM)
+ Keyboard proficiency and understanding of Windows-based applications/tools
**Preferred Qualifications**
+ Previous experience in a Customer Support and/or Helpdesk environment
+ 1+ years of related experience
+ Self-driven and results oriented; Ability to work under pressure within flexible working hours
+ Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.

IT Help Desk Support (Day Shift) – Cebu City
We’re Hiring! br>Join our growing team at TGS as an IT Help Desk Support Specialist and be part of a company that values innovation, learning, and people-first support. This is a day shift role based in Cebu City.

Role Overview
The IT Help Desk Support Specialist plays a key role in delivering technical assistance, managing user accounts, and maintaining systems across our Microsoft 365 environment. You’ll provide hands-on support to end users, handle onboarding/offboarding, and ensure our IT assets and tools are well-managed and documented. < r>
Key Responsibilities
End User Support
Provide day-to-day support for Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Office apps).

Troubleshoot and resolve issues on Windows 10/11 and macOS systems.

Manage support tickets via Jira Service Desk.

Escalate and follow up on complex issues with users.

Microsoft 365 Administration
Assist in managing Microsoft 365 Admin Center and Entra ID (Exchange, SharePoint, Teams, OneDrive).

Support basic Intune and MDM-related tasks (e.g., device registration, policy syncing).

Onboarding & Offboarding
Set up new user accounts, licenses, shared resources, and access configurations.

Securely decommission access and archive data for offboarding.

Asset & Application Support
Support software installations, updates, and SaaS tool access.

Maintain IT asset inventory and assist in hardware allocation.

Documentation & Innovation
Contribute to internal knowledge bases and create clear documentation.

Provide insights to enhance IT processes and reduce recurring issues.

Qualifications
1–2 years in an IT support or system administration role. < r>
Proficiency in Microsoft 365 Admin Center, Teams, SharePoint, and Exchange Online.

Strong familiarity with both Windows and macOS operating systems.

Experience using Jira Service Desk or other ITSM tools.

Understanding of cloud-first environments and SaaS platforms.

Preferred Qualifications (Not Required but a Plus)
Exposure to Microsoft Intune or MDM tools (Jamf, etc.).

Microsoft 365 certifications (e.g., MS-900, MD-102) or willingness to obtain.

Skills & Attributes
Positive, helpful, and solutions-focused mindset.

Strong communication skills with both technical and non-technical users.

Excellent organizational and time-management abilities.

A passion for continuous learning and exploring new technologies.

Self-starter who can work independently and prioritize effectively.

Location: Cebu City
Schedule: Day Shift

**Overview**
The **IT Help Desk Associate** represents BroadPath IT and BroadPath as a whole. Your fellow BroadPathers and BroadPath customers will call upon you to help them though an issue, request, or to reach the right person in the organization. Our workforce primarily works from home; therefore, you will need to be adept at providing remote IT support.
If you enjoy challenges and interacting with people, this position may be for you!
**Responsibilities**
+ Provides first level frontline IT support from phone, email, portal and chat or in-person
+ Responsible in IT Support ticket creation following set guidelines, and required documentation
+ Performs ticket triaging which involves categorizing and managing support ticket's priority based on urgency and impact
+ Responsible in assigning IT tickets to responsible IT groups based on ticket category
+ Performing remote troubleshooting through diagnostic techniques and pertinent questions
+ Determines the most effective solution based on the issue and details provided
+ Responsible in directing unresolved issues to the next level of support personnel
+ Provides accurate information on IT products or services
+ Accurately and completely documenting tickets by following defined guidelines
+ Conducting follow-up tasks and updating customer status and information
+ Handles IT Support calls, emails, chats in a calm, respectful, assertive and timely manner
+ Resolves tickets within SLA
+ Amenable to work on a shifting schedule day or night on weekdays, weekends and holidays
+ Will support BroadPath Onboarding
+ Needs to have Internet download speed of 25Mpbs and upload speed of 10Mbps
+ Amenable to work remotely if required
**Qualifications**
+ 1-2 years of IT Support experience
Preferred Experience
+ Customer service skills
+ English communication skills both in writing and voice support
+ Problem Solving
+ Willingness to Learn
+ Time Management
+ Microsoft Windows OS, Office Suite, 365 Admin Center, Teams, SharePoint, Azure, and Active Directory
+ ITSM, SysAid
+ TeamViewer
+ Avaya One X, Five9, Genesys PureCloud, Amazon Connect, Nextiva, InContact
+ Basic laptop/desktop diagnostics
+ Basic network and connectivity
**Diversity Statement**
_At BroadPath, diversity is our strength. We embrace individuals from all backgrounds, experiences, and perspectives. We foster an inclusive environment where everyone feels valued and empowered. Join us and be part of a team that celebrates diversity and drives innovation!_
_Equal Employment Opportunity/Disability/Veterans_
_If you need accommodation due to a disability, please email us at This information will be held in confidence and used only to determine an appropriate accommodation for the application process_
_BroadPath is an Equal Opportunity Employer. We do not discriminate against our applicants because of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law._
_Compensation: BroadPath has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location._

DUTIES AND RESPONSIBILITIES
- Attends to queries/complaints from clients and coordinate matters for its immediate resolution
- Proper handling of client related problems, complaints, and troubleshooting
- Conducts training of merchants personnel for proper use and operation of related products, devices and solutions
- Conducts product and solution presentation to clients as needed
- Implements installation, programming and troubleshooting of POS terminals and back-office system as specified in the purchase order of clients
- Ensures seamless acceptance of credit, debit and alternative payment channels in all devices and solutions
- Provide pre-sales and after-sales support assistance to Sales Group
- Makes regular reporting to immediate superior
- Prepares itinerary report of the service activities of the group
- Performs other related functions that may be assigned/required by immediate superior from time to time or as needed

JOB SPECIFICATION
- College graduate of Engineering or Technical course
- Must with at least 2-to-3-year experience in customer services helpdesk or field support
- Client and merchant interaction experience preferred
- Strong knowledge in the field of payment solutions, payment provider or merchant services industry, products and services
- Excellent communication skill both in verbal and written
- With strong value on teamwork and personal relations capable of meeting strict SLA and deadlines
- Willing to work on weekends, holidays, and shifting schedules should the need arise

SKILLS
- Very good interpersonal relation skills
- Proper helpdesk and field support courtesy
- Product solutions and services competency
- Knowledge on project management
- Technical competency on the products and services marketed and sold
- Knowledge on the various product, solution and software packages in generating required reports

**Benefits**:

- Flextime
- Opportunities for promotion
- Promotion to permanent employee

Schedule:

- 8 hour shift

Supplemental Pay:

- 13th month salary

Ability to commute/relocate:

- Pasig City: Reliably commute or planning to relocate before starting work (required)