Service Desk Analyst

2 weeks ago

Las Piñas Central Post Office P, Philippines Innovathink Corporation Full time ₱80,000 - ₱120,000 per year

Job description

Innovathink Corporation is currently looking for an "SERVICE DESK ANALYST - ITSM"

WORK SETUP: Hybrid, 6 day duty

WORK LOCATION: Villamor Airbase

Job Summary:

The IT Service Management (ITSM) Implementation is responsible for planning, designing, configuring, and implementing ITSM solutions to support business processes and IT operations. The role ensures alignment of IT services with business objectives by improving service delivery, efficiency, and compliance through the effective use of ITSM tools and best practices (such as ITIL).

Key Responsibilities:

  • Lead or participate in the implementation of ITSM processes and tools (e.g., Incident, Problem, Change, Request, Asset, and Knowledge Management).
  • Analyze current IT processes and identify improvement opportunities aligned with ITIL or other frameworks.
  • Configure, customize, and deploy ITSM platforms (e.g. Freshservice, ServiceNow, BMC Remedy, ManageEngine, Jira Service Management).
  • Collaborate with cross-functional teams to gather requirements, document workflows, and translate business needs into ITSM solutions.
  • Develop and maintain process documentation, standard operating procedures (SOPs), and user training materials.
  • Conduct user training and provide post-implementation support to ensure adoption and process adherence.
  • Monitor ITSM tool performance and ensure data integrity and reporting accuracy.
  • Provide hypercare support during training and Go Live.
  • Work with stakeholders to ensure continuous service improvement (CSI) initiatives are implemented effectively.
  • Ensure ITSM processes comply with organizational policies and regulatory requirements.

Job Type: Full-time

Work Location: In person

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