IT Support (Baghdad, Basrah, Najaf, Erbil)

Providing technical support to users and managing service requests, incidents, endpoint devices, and IT assets, while adhering to service levels and established procedures.

Key Responsibilities:

• Receive, log, and classify service requests and incidents in the ITSM system.
• Provide Level 1 and Level 2 technical support to users and resolve issues within the agreed SLA.
• Escalate unresolved cases to specialized teams with clear and complete documentation.
• Install, configure, and support end-user devices, operating systems, and approved applications.
• Manage the issuance, return, and tracking of IT assets, and update relevant records and the CMDB.
• Support user accounts and basic access requirements in coordination with system and information security administrators.
• Carry out IT onboarding and offboarding procedures for employees based on approved requests.
• Update the knowledge base, known solutions, and user guidelines.
• Monitor SLA indicators, user satisfaction, and recurring incidents.
• Comply with information security and data protection procedures while providing technical support.

Requirements:

Education Requirements:

Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field. ITIL Foundation or technical support certifications are preferred.

Previous Experience:

1–3 years of experience in technical support or Service Desk within a corporate environment.

Other Skills:

ITSM, Windows/Microsoft 365, endpoint support, troubleshooting, asset management, SLA management, communication, and user support skills.