[Hiring] Analyst II, Service Desk @Ensemble Health Partners

Role Description

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
• Delivering a positive user experience
• Operating with moderate independence
• Contributing to improving service desk processes and efficiency

Key responsibilities include:

• Responding to incoming service requests and incidents by diagnosing and resolving routine technical issues within established service-level agreements
• Troubleshooting hardware, software, and application problems using approved tools and documented procedures
• Escalating complex issues to appropriate technical teams while maintaining ownership until resolution
• Documenting all interactions, troubleshooting steps, and resolutions in the ticketing system to ensure accurate records and reporting
• 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

Qualifications

• Experience in technical support or service desk roles
• Strong troubleshooting skills
• Excellent communication skills
• Ability to work independently and as part of a team

Requirements

• Knowledge of hardware, software, and application troubleshooting
• Experience with ticketing systems
• Understanding of service-level agreements

Benefits

• Healthcare coverage for associates and their immediate families including parents
• Paid time off plans
• Retirement benefits
• Recognition and wellness programs
• Market competitive pay rates

Company Description

Ensemble Health Partners - The single solution for a frictionless revenue cycle with the purpose of redefining the possible in healthcare by empowering people to be the difference. Our India Office is an extension of Ensemble’s team and culture designed to augment and enhance our talent and skill base in Revenue Cycle Management in addition to our long-standing presence in technology.

We are at the forefront of innovation using cutting-edge technology to drive meaningful impact in the Revenue Cycle Management landscape. As a leading player in the industry, we offer an environment that fosters growth, creativity, and collaboration, where your expertise will be valued, and your contributions will make a difference.