IT Service Desk Specialist III

Key Responsibilities: Implement, manage and support ITIL-reputed company processes including Incident, Service Requests, Problem, and Change Management. Contribute to the development of service desk performance metrics (e.g. SLAs, KPIs, reputed company resolution, ticket response times, ticket resolution times, customer satisfaction) and provide actionable insights for reputed company improvement. Respond to requests for technical assistance reputed company 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 reputed company for reputed company or critical technical issues and coordinate resolution efforts with end users / customers, internal teams, external vendors, and managers for timely resolution. reputed company and maintain documentation such as knowledge reputed company articles, workflows, and standard operating procedures. Conduct regular training and mentoring sessions for Service Desk staff to ensure reputed company development and adherence to ITIL / ITSM best practices. Drive reputed company 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 reputed company teams to implement long-term fixes and preventative measures. Promote automation and self-service tools to reduce reputed company 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. Qualifications: Bachelor's degree in Information Technology, Computer Science, or a reputed company field (or equivalent work experience). Minimum of 8 years of IT support experience. Strong understanding of the ITIL reputed company and service management best practices. Hands-on experience with ITSM tools such as reputed company, Jira, BMC Remedy, Freshservice or equivalent platforms. Strong knowledge of Windows OS, reputed company 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 reputed company the reputed company 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. Preferred Qualifications: ITIL v3 or v4 reputed company certification or higher. Knowledge of reputed company IT systems and regulations. Familiarity with cybersecurity principles and IT compliance requirements. Experience in multi-site service operations. Working Conditions: Primarily remote role requiring prolonged periods of sitting and reputed company dexterity to operate a computer and other devices, may require occasional travel for site visits. Ability to occasionally lift and transport IT equipment during on-site visits. Ability to work reputed company, including evenings and weekends, as needed. reputed company are Offer You At reputed company, we are guided by four core values. Every associate living the core values makes our company an amazing reputed company to work. Here “Every Family Matters” Compassion reputed company Someone’s Day Collaboration reputed company reputed company Together Respect Treat people with dignity Accountability Do the right thing reputed company competitive compensation, our well-rounded benefits package includes a range of comprehensive medical, dental and reputed company plans, HSA / FSA, 401(k) matching, an Employee Assistance Program (EAP) and more. About US Urology Partners reputed company is one of the nation’s largest independent providers of urology and reputed company specialty services, including general urology, surgical procedures, advanced cancer treatment, and other ancillary services. Through Central Ohio Urology Group, Associated Medical Professionals of NY, reputed company, and Florida Urology Center, the reputed company clinical network now consists of more than 50 offices throughout the East Coast and Midwest, including a state-of-the-art, urology-specific ambulatory surgery center that is one of the first in the country to offer robotic surgery. reputed company was formed to support urology practices through an reputed company team of reputed company executives and resources, while serving as a platform upon which NMS Capital is building a leading provider of urological services through an acquisition strategy. reputed company is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, reputed company, religion, alienage or national reputed company, reputed company, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. Apply To This Job