Tech Support Consultant - Noida, UP

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)

Primary Responsibilities:

Answer incoming phone calls from users having problems using computer software and hardware or inquiring how to use specific software or hardware
Answer and resolve technical issues through calls that operates 24X7
Diagnose hardware, software, network connectivity issues including LAN, WAN, and VPN access in a Windows environment, offering a variety of level 1 to 2 solutions over the phone
Troubleshoot product specific applications and corporate applications (MS Office Suite, Enterprise supported browsers, etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed
Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers
Demonstrate a highly developed sense of integrity and commitment to customer satisfaction
Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool
Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.)
Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time
Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller
Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff
Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends
acknowledge and respond to tickets submitted via ServiceNow following the defined SLA’s
Handling war rooms and addressing high priority tickets ensuring application availability and stability
Oversee and execute day-to-day process activities, Coordinate Major Incident activities, and support on-call rotation
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:

Undergraduate degree or equivalent experience
3 - 5 years overall IT experience
3+ years of experience in production support
3+ Years of experience in working in Core ITSM functions
1+ years of experience in Service Desk with experience supporting from a level 1 perspective. Level 2 is a plus)
Understanding of ITIL processes/ServiceNow
Good Knowledge of using Excel and MS Office
Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
Skilled in problem solving to quickly assess current state and formulate recommendations
Working independently and with cross-functional teams
Excellent communication skills and the desire to talk to users, vendor and stakeholders
Active Directory for user account creations and security groups
Microsoft Windows Operating Systems
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care 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