Analyst II, Service Desk

✨ What you’ll be working on

• 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.
• 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.