IT Service Management Analyst

Total-TECH Co; Jeddah; On-site; SAR 60,000 - 80,000; Full time

Job summary

Total-TECH Co in Jeddah is seeking an IT professional to manage service requests and incidents via ITSM tools, ensuring compliance with service level agreements (SLAs).

The ideal candidate will have over 1 year of experience in a large-scale IT environment, a Bachelor’s degree in a technology-related field, and ITIL certification. Responsibilities include documentation and support for network configurations, as well as urgent issue management.

Qualifications

• Over 1 year of experience in a diverse IT environment with ITIL best practices.
• Practical knowledge of Change Management and experience with ITSM tools.

Responsibilities

• Manage service requests and incidents via ITSM tools ensuring SLA compliance.
• Coordinate with technical teams to resolve issues within agreed timelines.
• Document, track and close tickets with clear and accurate details.

Skills

ITIL best practices

Incident management

Router configurations

Wireless network configuration

Technical documentation

Education

Bachelor's degree in technology or science related field

ITIL certification

Job description

Job Description

• Manage service requests and incidents via ITSM tools ensuring SLA compliance.
• Coordinate with technical teams to resolve issues within agreed timelines.
• Document, track and close tickets with clear and accurate details.
• Communicate with end users, providing updates and support.
• Provide on‑demand support for router configurations and critical incidents.
• Ensure quick response and resolution for urgent issues; on‑call if required.
• Conduct regular reviews and perform site visits when needed.
• Configure and support wireless networks (WPA2, WPA3, SSID, MAC filtering).
• Maintain accurate technical documentation and reports using Excel.
• Monitor IT assets and software usage for compliance.
• Maintain asset records, warranties, and service contracts.
• Track renewals and ensure up‑to‑date asset management documentation.

Requirements

• Over 1 year of experience working in a large‑scale, diverse IT environment with practical application of ITIL best practices.
• Bachelor's degree, preferably in a technology or science related field.
• Working knowledge of ITIL and core ITSM concepts, including Change Management, Change Advisory Board (CAB) support, process improvement, and hands‑on experience with ITSM tools.
• ITIL certification.