Overview
IT EUC Specialist Jobs in Basra, Al-Basra Governorate, Iraq at Iraqi Energy Company – Confidential
Title: IT EUC Specialist
Company: Iraqi Energy Company – Confidential
Location: Basra, Al-Basra Governorate, Iraq
About the Company
We are a leading energy joint venture operating in the gas processing and energy sector. The organization focuses on capturing and processing gas resources to support domestic energy needs and international markets, while driving continuous digital transformation and operational excellence.
As part of an ongoing transformation program, the company is in the process of insourcing IT services and building internal capabilities across infrastructure, applications, vendor management, and digital operations.
Role Overview
The Service Desk function serves as the central point of contact for all IT-related issues, ensuring effective support delivery and a high standard of customer experience.
The EUC Specialist plays a key role in overseeing daily service desk operations, ensuring timely resolution of incidents, and maintaining strong engagement with users and stakeholders. This position combines operational management with service improvement responsibilities, supporting both IT teams and the wider business.
Key Responsibilities
- Manage day-to-day service desk operations to ensure effective and timely user support
- Lead and coordinate service desk activities across teams and stakeholders
- Design, develop, and implement service desk policies, procedures, and processes
- Continuously identify and drive service improvement initiatives
- Monitor ticket handling and ensure compliance with SLAs and operational targets
- Develop dashboards and reports to track performance and service delivery metrics
- Ensure all service desk processes are documented, audited, and regularly improved
- Build and maintain strong relationships with internal stakeholders and end users
- Promote a high standard of customer service and user experience
- Establish and enforce best practices across technical support activities
- Coach, develop, and support service desk team members
- Contribute to service management processes, including major incident handling
Health, Safety, Security & Environment (HSSE)
- Ensure safe execution of all activities within the role
- Identify and manage HSE risks
- Promote and reinforce a strong safety culture across teams and stakeholders
Compliance & Controls
- Ensure adherence to internal controls and governance frameworks
- Support compliance with relevant standards such as ISO 27001/27002
Key Challenges
- Supporting a large-scale IT transformation and insourcing program
- Establishing new service desk processes and operational models
- Training and developing teams while maintaining uninterrupted service delivery
- Implementing ITIL-based service management practices
- Balancing operational stability with ongoing digital transformation initiatives
Qualifications & Experience
- Bachelor’s degree in Computer Science, Information Technology, or related field
- Strong expertise in IT service delivery processes (ITIL certification preferred)
- Hands-on experience with IT service management tools (e.g., ServiceNow or similar)
- Solid understanding of ITIL4 and ISO 27001/27002 frameworks
- CompTIA A+ or equivalent technical certification (preferred)
- Strong technical background with the ability to communicate with non-technical users
- Customer-focused mindset with strong problem-solving skills
- Experience managing stakeholders and promoting service value
Key Skills
- Leadership and team development
- Strong interpersonal and communication skills
- Stakeholder management and influencing abilities
- Excellent planning, organization, and time management
- Ability to drive continuous improvement initiatives
- Strong presentation and reporting skills
- Fluent in English
