IT Service Desk Specialist III

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U.S. Urology Partners

WebsiteLinkedInAll Job Openings

501 - 1000 employees

⚕️ Healthcare Insurance

Healthcare Insurance

U. S. Urology Partners is one of the nation’s largest independent providers of urology and related specialty services. The company focuses on helping urology practices retain their independence while delivering high-quality care to patients. By offering extensive healthcare management and financial resources, U. S. Urology Partners enables practices to concentrate on patient care without being forced into subservience within larger hospital systems. They assist with operational aspects such as informatics, IT, compliance, legal, and more, allowing physicians to focus on medicine rather than administrative tasks.

📋 Description

• Implement, manage and support ITIL-aligned processes including Incident, Service Requests, Problem, and Change Management • Contribute to the development of service desk performance metrics (e.g. SLAs, KPIs, first call resolution, ticket response times, ticket resolution times, customer satisfaction) and provide actionable insights for continuous improvement • Respond to requests for technical assistance via phone, chat, or email • Provide excellent customer service by actively listening to user concerns, clearly explaining solutions, and maintaining a professional and courteous demeanor • Act as the primary escalation point for complex or critical technical issues and coordinate resolution efforts with end users / customers, internal teams, external vendors, and managers for timely resolution • Develop and maintain documentation such as knowledge base articles, workflows, and standard operating procedures • Conduct regular training and mentoring sessions for Service Desk staff to ensure skill development and adherence to ITIL / ITSM best practices • Drive continuous improvement initiatives, leveraging user feedback and performance data to enhance service delivery • Conduct thorough Root Cause Analysis for recurring Incidents to identify and address systemic issues • Collaborate with infrastructure, application, and security teams to implement long-term fixes and preventative measures • Promote automation and self-service tools to reduce manual workload and enhance service efficiency • Collaborate with the IT Service Delivery Manager to ensure alignment with overall service delivery goals • Manage process for communicating outage/emergency activities to the organization where applicable.

🎯 Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience) • Minimum of 8 years of IT support experience • Strong understanding of the ITIL framework and service management best practices • Hands-on experience with ITSM tools such as ServiceNow, Jira, BMC Remedy, Freshservice or equivalent platforms • Strong knowledge of Windows OS, Microsoft Exchange and Office 365, Active Directory, VOIP solutions such as Ring Central, networking fundamentals, and remote support tools • Proven experience in a Service Desk or similar role within the healthcare industry • Exceptional problem-solving, communication, analytical and interpersonal skills • Ability to manage competing priorities in a fast-paced environment while maintaining attention to detail, fostering a customer-centric and service-oriented culture.

🏖️ Benefits

• Beyond competitive compensation, our well-rounded benefits package includes a range of comprehensive medical, dental and vision plans • HSA / FSA • 401(k) matching • an Employee Assistance Program (EAP) and more.