Service Desk Analyst

Ensemble Health Partners

1d

About The Position

The Service Desk Representative provides technical support and assistance to end users, ensuring timely resolution of issues that impact business operations within a healthcare revenue cycle environment. This role focuses on troubleshooting hardware, software, and application problems, maintaining accurate documentation, and delivering a positive user experience. The position operates with moderate independence and contributes to improving service desk processes and efficiency.

Requirements

• Technical support and assistance to end users
• Troubleshooting hardware, software, and application problems
• Maintaining accurate documentation
• Delivering a positive user experience
• Operating with moderate independence
• Improving service desk processes and efficiency
• Diagnosing and resolving routine technical issues within established service-level agreements
• Using approved tools and documented procedures
• Escalating complex issues to appropriate technical teams
• Maintaining ownership until resolution
• Documenting all interactions, troubleshooting steps, and resolutions in the ticketing system
• Assisting in onboarding activities by setting up user accounts, configuring access, and ensuring proper functionality of systems and devices
• Communicating effectively with end users to provide status updates and guidance throughout the resolution process

Responsibilities

• Responds to incoming service requests and incidents by diagnosing and resolving routine technical issues within established service-level agreements.
• Troubleshoots hardware, software, and application problems using approved tools and documented procedures.
• Escalates complex issues to appropriate technical teams while maintaining ownership until resolution.
• Documents all interactions, troubleshooting steps, and resolutions in the ticketing system to ensure accurate records and reporting.
• Assists in onboarding activities by setting up user accounts, configuring access, and ensuring proper functionality of systems and devices.
• Communicates effectively with end users to provide status updates and guidance throughout the resolution process.

Benefits

• Healthcare
• Time off
• Retirement programs
• Well-being programs
• Professional development
• Tuition reimbursement
• Quarterly incentive programs
• Annual incentive programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed