IT Service Management Analyst

Total-TECH Co

The 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.