Service Desk ITSM Analyst


Service Desk ITSM Analyst

@ LHC Group

Job Description

  • 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.

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.

How to Apply:

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Location: Lafayette, LA
Date Posted: August 11, 2022
Application Deadline: October 12, 2022
Job Type: Full-time