Here at Optum, we are excited to share that we are currently looking for a 1st Line Support Analyst ?to come and join our customer-driven, diligent, and collaborative team on a permanent basis. Working with our customers, we are leading the way in the delivery of patient-centred, connected, digitally enabled health and care services. Our customers and partners are using our solutions in all health and care settings, from GP surgeries and community care to high street pharmacies, hospitals, clinics, not-for-profit organisations, and specialist services. We are committed to developing the next generation of healthcare technology that will truly make a difference What youll do Providing an outstanding customer experience is essential, as you will proactively work with the Service Desk team to support our Community Pharmacy customers across the UK, professionally diagnosing and resolving issues within our bespoke software. This is the perfect opportunity if you are looking to break into the technology industry but are perhaps a little unsure of where to start. This doesnt mean we need you to have previous technology support experience; we can teach you that, but the roles will see you have a more technical focus and will provide you with an abundance of great skills to then support you in furthering your career here at Optum. This is a hybrid position, where you will join our Watford office 2 days per week. It allows us to get together and collaborate effectively as a team and enjoy some face-to-face interaction. This role is shift-based MondayFriday between the hours of 8.30 and 6, and the requirement to work one Saturday every 7 weeks, which will be worked from home. The role is varied and will see you support our customers with a number of queries and problems, and you will be responsible for diagnosing issues, but more importantly, resolving these. Other key responsibilities and accountabilities will include: Professionally handle customer contacts using effective customer service skills Diagnose & solve issues raised by our patients using the process and knowledge gained from training Identify and escalate clinical safety and information governance incidents appropriately Who Youll Be You must have experience in a Customer Service role. Whilst we will provide you with the right training and tools to ensure you are set for success, we need you to demonstrate to us your ability to empathise, listen, and be patient to achieve the right outcome for our customers. You will be a team player who enjoys working within a fast-paced and busy environment, and you will be solution-driven in your approach. Other skills we are looking for you to demonstrate include: Good understanding of Microsoft Office (Outlook, Word, Excel) Ability to multitask and manage your time effectively Adaptable to changing environments/situations/tasks Quick learner, confident in ability to pick up new systems and tools Motivated by customer outcomes and providing a quality service If you are eager to join an organisation where you have more than just a job, but an opportunity to add value and develop yourself further, then apply today! About us Optum is a global organisation 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 startCaring. Connecting. Growing together. Optum is a global organisation 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 startCaring. Connecting. Growing together. Equality, Diversity, and Inclusion At Optum, we are committed to providing an inclusive, equitable culture where people feel able to bring their whole selves to work and to reach their full potential. This is a foundation stone of Optum, anchoring the employee cycle from recruitment through to ongoing personal development and genuine, continuous two-way employee engagement, supported by our company values which determine everything we do. Optum is an equal opportunities employer, and we welcome applications from all suitably qualified candidates regardless of race, colour, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law. We will always work to accommodate individual needs during your application journey. If you require any adjustments, please advise the talent team.