Service Request Management Analyst

At GHD, we don't just believe in the power of commitment, we live and breathe it every day.

That's why we pledge to support and empower our people to make a positive impact when working hand in hand with our business to drive change. We'll empower you with the right technology and training as you bring ideas and projects to life.

Together with your colleagues, clients and partners, you can make an impact that is felt by all. See where your commitment could take you.

Who are we looking for

We're looking for a Service Request Management Analyst to join our IS Service Delivery Team Leader. This role will provide end user support by handling service requests as defined by the SRM team process standards.

Duties and responsibilities include but not limited to:

• Process all service requests and ensure IS operating standard processes and procedures are followed accurately and efficiently.
• Ensure that all service requests logged are tagged, tracked, and resolved at the earliest to minimize downtime.
• Fulfill service requests thru the proper approval process and ensure all service requests are resolved within the agreed SLA. Maintain a high level of client satisfaction when handling service requests.
• Escalate and coordinate outstanding service requests that require elevated access to relevant IS teams (Platform Systems, EUC Enterprise Messaging, IS SDG, etc.).
• Proactively work with the team to identify improvements to existing processes or new processes the team can standardize
• Actively monitor and manage the SRM queue for service requests and account-related issues within their allocated shift
• Willingness to work flexible work hours

What you will bring to the team:

• Bachelor's degree holder (Computer Science/Information Technology or equivalent)
• Customer service background/experience is an advantage but not required
• Fresh graduate of computer-related courses are welcome to apply

Work schedule:40 hours/week / shifting schedule

This job offer can be based in Makati, Quezon City or Cebu City.

Our Hybrid Work Model:

Be part of the dynamic culture! Our workplace thrives on a hybrid model, combining in-office collaboration and flexibility. Join us in office, three days a week to contribute, connect and excel in our vibrant environment.

Applicants must be a Filipino citizen or have the right to work in the Philippines.

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