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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

What you’ll do:

As a 2nd Line Technical Support Analyst (full-time, hybrid from Leeds), you’ll be part of a collaborative team responsible for resolving complex technical issues escalated from 1st Line Support. You’ll work closely with internal teams and external partners to identify trends, implement permanent solutions, and maintain exceptional service standards.

Primary Responsibilities:

You’ll ensure timely and effective resolutions while supporting knowledge sharing and continuous improvement across the Service Desk team:

• Monitor recurring issues and help implement permanent fixes
• Raise and manage major cases and problem investigations
• Provide specialist knowledge and training to 1st Line Support
• Maintain and enhance the Service Desk knowledge base
• Ensure compliance with SLAs, KPIs, and company policies

Who You’ll Be:

We’re looking for someone with solid troubleshooting skills and a passion for delivering outstanding customer service. You’ll thrive in a fast-paced environment, communicate effectively, and bring a proactive approach to problem-solving.

You will 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 providing development for other roles you may be interested in.

Required Qualifications:

• IT qualification or equivalent experience
• Proven minimum 1 year in a Support or Service Desk environment
• Proven solid troubleshooting skills for software, hardware, and networking issues
• Proven excellent written and verbal communication skills
• Demonstrated knowledge of Windows PC & Server OS, Active Directory, Group Policy, and networking

Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.

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 employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. © 2025 UnitedHealth Group. All rights reserved.