Service Request Analyst

3 weeks ago


Singapore PCCW SOLUTIONS INSYS PTE. LTD. Full time
Roles & Responsibilities

The Service Request Analyst is responsible for processing and managing IT service requests in line with organizational policies and SLAs. This role involves logging, tracking, and coordinating service requests while ensuring timely fulfillment. The analyst works closely with IT teams, end users, and vendors to support smooth operations and enhance user satisfaction.

Key Responsibilities

Service Request Processing

  • Receive, log, and track IT service requests through the ITSM system (e.g., ServiceNow).
  • Verify request details, approvals, and required documentation.
  • Assign and coordinate service requests with the relevant IT teams.
  • Ensure timely fulfillment of requests while adhering to SLAs.
  • Communicate request status updates to users and stakeholders.

Service Request Fulfillment & Coordination

  • Work with IT teams and vendors to ensure smooth request execution.
  • Escalate unresolved or complex requests to the appropriate support teams.
  • Assist users with guidance on available IT services and request procedures.

Documentation & Reporting

  • Maintain accurate records of service requests and fulfillment actions.
  • Generate reports on request volumes, trends, and SLA compliance.
  • Identify common service request issues and suggest improvements.

Process Improvement & Compliance

  • Follow ITIL best practices and company policies for service request management.
  • Contribute to process optimization efforts to improve efficiency.
  • Support automation initiatives for repetitive service requests.

Required Skills & Qualifications

  • Diploma/Degree in IT, Computer Science, or related field.
  • 1+ years of experience in IT service management, IT support, or related roles.
  • Familiarity with ITSM tools like ServiceNow, BMC Remedy, or Jira Service Management.
  • Basic understanding of ITIL service management principles.
  • Strong communication, problem-solving, and organizational skills.
  • Customer-focused mindset with attention to detail.

Preferred Certifications

  • ITIL v4 Foundation (preferred but not required).
  • ServiceNow Certified System Administrator (optional but beneficial).
Tell employers what skills you have

IT Service Management
Process Improvement
Service Management
BMC Remedy
Logging
Customerfocused
Compliance
JIRA
Attention to Detail
Process Optimization
ITIL
ServiceNow

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