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Service Desk ITSM Analyst

Company: LHC New
Location: Lafayette
Posted on: August 3, 2022

Job Description:

Company Overview The Senior ITSM Change Analyst is responsible for supporting the development, implementation, continuous improvement, and operation of our ITSM program. This will include Change, Incident, Problem, Request, Asset Management, and CMDB to provide exceptional IT services. The Service Desk ITSM analyst will assist service desk managers in the day to day operations of the desks by providing support in daily tactical activities. Analysts role will help develop, bolster and improve areas in the ITSM lifecycle like Incident Management, Problem Management and Change Management.LHC Group is the preferred post-acute care partner for hospitals, physicians and families nationwide. From home health and hospice care to long-term acute care and home and community-based services, we deliver high-quality, cost-effective care that empowers patients to manage their health at home. Hospitals and health systems around the country have partnered with LHC Group to deliver patient-centered care in the home. More hospitals, physicians and families choose LHC Group, because we are united by a single, shared purpose: It's all about helping people. Essential Functions Assists IT Service Desk Management in defining the processes, standards, and methodologies, as well as their adoption and governance Monitors compliance to customer service standards by reviewing and evaluating technician call recordings within IVR as well as incident/issue documentation within ITSM tool Manage Engine - Service Desk Plus Responsible for gathering data in support of Service Desk metrics (productivity - call volumes, ticket volumes and KPIs - FCR, MTTR, Avg Wait Times, etc...) Interpret metrics and participate in the development of appropriate actionable plans for the definition of a new and/or improvement of existing ITSM processes. This will include detailed tactical steps to drive the changes desired with clearly defined success criteria. Maintains the Major Incident Management On-Call listing. Reviews Knowledge Articles for process compliance and identifies Knowledge Management needs. Interacts with senior internal and external personnel. Education & Experience Associate's / Bachelor's Degree or Appropriate Level Certifications. Demonstrate proficiency in windows operating system and applications. Demonstrate understanding of current computer, telephonic and mobile technology. Demonstrate excellent verbal and written communication skills. Demonstrate exceptional ability to think quickly and logically when under pressure. Demonstrate strong capability to multitask and prioritize a busy workload. Demonstrate excellent customer service skills. SME for all supported systems, applications and hardwares. Equal Opportunity Employer - vets, disability.Must be fully vaccinated or be willing to complete full vaccination by date of hire and proof of vaccination will be required. If permitted by state law, the company will consider requests for religious or medical exemptions.

Keywords: LHC New, Lafayette , Service Desk ITSM Analyst, Professions , Lafayette, Louisiana

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