[Hiring] Service Desk Analyst @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 and contributing to improving service desk processes and efficiency.
• 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

• Strong technical knowledge of hardware and software troubleshooting.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience in a healthcare revenue cycle environment is preferred.

Requirements

• Proven experience in a technical support role.
• Familiarity with ticketing systems and documentation practices.
• Ability to manage multiple tasks and prioritize effectively.
• Commitment to providing exceptional customer service.

Benefits

• Comprehensive benefits package supporting physical, emotional, and financial health.
• Professional development opportunities, including certification and tuition reimbursement.
• Quarterly and annual incentive programs for high performers.
• Work-life flexibility and a supportive culture.