IS Technician & Service Request Management Analyst (Hybrid)

About the role

Join GHD’s IS Service Delivery Team as an IS Technician or Service Request Management Analyst. You will provide end‑user support across multiple locations, helping colleagues resolve hardware, software and network issues while delivering excellent customer service.

Key responsibilities

• Provide technical support for servers, workstations and remote assistance tools.
• Assist users with application and operating system problems and resolve computing requirements promptly.
• Accurately log all client requests in the Service Desk ticketing system.
• Diagnose and resolve hardware, telephone, printer and software issues within SLA targets.
• Escalate and coordinate incidents with relevant internal IS departments (systems, network, security, etc.).
• Identify and suggest improvements to existing processes or new standardised procedures.
• Participate actively in a customer‑service‑oriented team, handling service requests and account‑related issues during allocated shifts.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Fresh graduates are welcome; customer‑service experience is a plus but not mandatory.
• Willingness to work flexible, shifting hours (40 hours/week).
• Filipino citizenship or legal right to work in the Philippines.

Required skills

• Server administration
• Workstation support
• Remote assistance tools
• Ticketing system (Service Desk) usage
• Hardware troubleshooting
• Software troubleshooting

What we offer

• Hybrid work model – three days onsite, two days flexible.
• Opportunities for professional development and training.
• Collaborative environment with diverse teams across Makati, Quezon City and Cebu City.