IT Service Management Analyst

Total-TECH Co.; Jeddah; On-site; SAR 40,000 - 55,000; Full time

Job summary

A prominent IT service provider in Saudi Arabia is seeking an IT Support Specialist to manage service requests and incidents using ITSM tools. Responsibilities include coordinating with technical teams, ensuring SLA compliance, and providing end-user support. Ideal candidates should have over 1 year of experience in IT, a Bachelor’s degree in technology or science, and an ITIL Certification. This role involves supporting wireless networks and maintaining asset management documentation.

Qualifications

• Over 1+ year of experience working in a large-scale IT environment.
• Working knowledge of ITIL and ITSM concepts.
• ITIL Certification required.

Responsibilities

• Manage service requests and incidents via ITSM tools.
• Coordinate with technical teams to resolve issues within timelines.
• Document, track, and close tickets accurately.
• Provide on-demand support for router configurations.
• Monitor IT assets and software compliance.

Skills

ITIL best practices

Technical documentation

Service request management

Wireless network configuration

Incident resolution

Education

Bachelor’s degree in a technology- or science-related field

Job description

The Job Description

1. Manage service requests and incidents via ITSM tools, ensuring SLA compliance.


2. Coordinate with technical teams to resolve issues within agreed timelines.


3. Document, track, and close tickets with clear and accurate details.


4. Communicate with end users, providing updates and support.


5. Provide on-demand support for router configurations and critical incidents.


6. Ensure quick response and resolution for urgent issues (on-call if required).


7. Conduct regular reviews and perform site visits when needed.


8. Configure and support wireless networks (WPA2/WPA3, SSID, MAC filtering).


9. Maintain accurate technical documentation and reports using Excel.


10. Monitor IT assets and software usage for compliance.


11. Maintain asset records, warranties, and service contracts.


12. 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.