Sr. Representative Service Desk

Ensemble Health Partners • Cincinnati, OH

1d • Remote

About The Position

Thank you for considering a career at Ensemble Health Partners! Ensemble Health Partners is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference! O.N.E Purpose: Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations. Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation. Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results. The Opportunity: We are looking for a Senior Representative, Service Desk, who is passionate about delivering exceptional customer experience and supporting end users in a fast‑paced, service‑driven environment. In this role, you will provide advanced technical support, act as a trusted escalation resource, and help guide and mentor Service Desk team members. This position is ideal for someone who enjoys solving complex problems, collaborating across teams, and making a meaningful impact by keeping technology running smoothly for the organization.

Requirements

• 3–5+ years of experience in a Service Desk, Help Desk, or IT support role, preferably in a call‑center or enterprise environment
• Strong troubleshooting skills across end‑user devices, applications, and access‑related issues
• Proven experience handling escalations and complex technical problems
• Excellent verbal and written communication skills with a customer‑first mindset
• Ability to stay organized, prioritize effectively, and work calmly under pressure.
• Experience mentoring or supporting peers in a senior or lead capacity is a plus.

Nice To Haves

• Experience with IT Service Management (ITSM) tools such as ServiceNow
• Experience working in a phone‑based support environment with sustained call volume.
• Healthcare or regulated‑environment IT experience is a plus.

Responsibilities

• Provide technical support to end users via phone and remote tools, resolving complex or high‑impact issues with professionalism and care.
• Serve as an escalation point for Service Desk agents, offering real‑time guidance and troubleshooting support.
• Ensure incidents are accurately documented, prioritized, and resolved in accordance with established standards.
• Proactively identify recurring issues or trends and partner with leadership and technical teams to address root causes
• Support major incident response efforts by assisting with coordination, communication, and follow‑up activities.
• Mentor and support Service Desk agents through coaching, knowledge sharing, and modeling best practices.
• Assist with onboarding and training of new team members.
• Contribute to knowledge base articles, documentation, and continuous improvement initiatives.
• Partner with leadership on reporting, audits, and special projects that improve service quality and efficiency.

Benefits

• Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.
• Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.
• Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement.
• Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.

What This Job Offers

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