IT Service Management Analyst
Skills
About This Role
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.
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