IT Service Management Analyst (ITSM)

GECO Asia Pte Ltd; Muntinlupa; Hybrid; PHP 350,000 - 550,000; Full time

Job summary

GECO Philippines is hiring an ITSM Analyst to support day-to-day ITSM operations, including incident monitoring, change control, CMDB maintenance, and reporting. The position offers a hybrid setup with 3 days onsite and 2 days remote, requiring 1–3 years ITSM experience and knowledge of ITIL principles.

The role emphasizes data quality, process compliance, and collaboration with IT teams to ensure SLA targets and smooth service delivery.

Qualifications

• 1–3 years of ITSM/IT support experience.
• Basic ITIL principles.
• Strong documentation and communication skills.
• Familiarity with CMDB and ticketing tools.

Responsibilities

• Monitor incident queues and ticket administration to ensure SLA targets.
• Support problem, change, and CMDB records.
• Prepare operational reports and track KPIs.
• Ensure data quality and process compliance.
• Assist internal audits and service reviews.
• Coordinate with IT teams for accurate records.

Skills

ITSM experience

ITIL knowledge

Communication skills

Tools

HDA

CMDB

Excel

Reporting tools

Job description

About Us:

GECO Philippines, part of the GECO Asia Group of Companies, is a specialist IT Consulting Services company with headquarters in Singapore and two delivery centers in the Philippines.

We’re Hiring: IT Service Management Analyst (ITSM)

We are looking for a detail-oriented and motivated ITSM Analyst to support day-to-day IT Service Management (ITSM) operations. The successful candidate will assist in incident monitoring, problem and change management, configuration management, reporting, and process compliance to ensure efficient IT service delivery.

Deployment Setup

Work Arrangement: Hybrid (3 days onsite / 2 days remote)

Key Responsibilities

• Monitor incident queues and manage ticket administration to support timely resolution and SLA compliance.
• Assist in maintaining problem, change, and Configuration Management Database (CMDB) records.
• Prepare operational reports, track KPIs, and provide regular updates on ITSM performance.
• Perform data quality checks and validate compliance with established ITSM processes.
• Support internal audits, service reviews, and process documentation.
• Coordinate with relevant IT teams to ensure accurate records and proper adherence to service management procedures.

Qualifications

• 1–3 years of relevant experience in IT Service Management, IT support, service desk operations, or a related field.
• Basic knowledge of ITIL principles and ITSM processes.
• Experience using HDA or other service desk/ticketing tools is an advantage.
• Basic understanding of CMDB administration and configuration management.
• Proficient in Microsoft Office applications, particularly Excel and reporting tools.
• Good documentation, organizational, and analytical skills.
• Strong communication and customer service skills.
• Willingness to learn and work in a shifting schedule with on-call responsibilities.

What We're Looking For

• A detail-oriented professional who values data accuracy and process compliance.
• Someone who can monitor ticket queues, maintain organized records, and support SLA targets.
• A proactive team player who is eager to develop their ITSM knowledge and skills.

Skills & Attributes

• Excellent communication and customer service skills.
• Strong problem-solving ability with attention to detail.
• Can manage multiple priorities in a fast-paced environment.
• Team-oriented, adaptable, and committed to continuous learning.
• Highly organized with strong follow-through on incidents and requests.