IT Service Management Analyst

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.

• 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.