ITSM Analyst — ITIL-Certified Incident & Change Expert

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

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.