1+ months

Technology Desktop Support SME

Minnetonka, MN 55345
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  • Job Code
    890108

Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution

 
Primary Responsibilities:
  • Investigate escalated tickets from peers or management to work with user to resolve the issue.
  • Document resolutions in knowledge base.
  • Participate in team projects / initiatives.
  • Perform security restricted or complex processes.
  • Coordinate cross functional resources to resolve problems.
  • Detect and remediate high impact issues / Communicate high impact issue discoveries and solutions.
  • Develop and manage relationships with support personnel and third level support teams.
  • Review tickets for quality issues.
  • Identify opportunities for training and participate in training technicians / mentorship.
  • Review knowledge base and training materials.
  • Monitor work queues for the following, and remediate:
    • Mis-routed tickets.
    • Trending issues.
    • Reopened issues.
    • Multi-hop tickets.
    • Rapid closure incidents (opportunities for automation)
    • Techs with high transfer and return rates or abandon rates.
    • Tickets with high effort; proactively engage.
    • Tickets without knowledge IDs.
    • Tickets returned from 3rd level.
  • Streamline non-technical tasks, identifying process improvements or opportunities for automation.
  • Resume and participate in a regular cross functional SME meeting. 
  • Create central repository for SME findings.
  • Testing new technologies.
 

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.


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Posted: 2020-09-12 Expires: 2020-11-12

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Technology Desktop Support SME

UnitedHealth Group
Minnetonka, MN 55345

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