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IT Service Desk Specialist

Date:  Sep 30, 2025
Posting Closure Date:  Nov 30, 2025
Category:  Support Function
Career Level:  Staff/Individual Contributor
Country/Government: 

Baghdad, Iraq

Job Role

Helps end-users resolve issues with computer hardware or software. Responds to user inquiries, troubleshoots and diagnoses problems and identifies solutions with IT equipment and applications

Job Responsibilities

  • Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media
  • Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
  • Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
  • Draft and maintain basic technical and/or user documentation to a high standard, and create backup files to ensure instant recovery if problems occur
  • Extract and combine data to generate standard report
  • Help manage internal clients by carrying out standard activities and providing support to others
  • Help others get the most out of the ticketing system by providing support and advice
  • Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure
  • Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary
  • Provide advice, training, and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business
  • Provide fault isolation and resolution to limit and address issues promptly
  • Support implementation of required security measures, such as firewalls or message encryption, monitoring performance to notify security experts of any problems
  • Use the knowledge management system to access specific information

Education

Bachelor Degree in Information Technology or Relevant field of study preferred

Required Qualifications & Skills

Qualifications

  1. 1–3 years of experience in IT support or service desk role.
  2. Certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft certifications are a plus

Technical Skills

  • Proficiency in troubleshooting Windows and/or macOS operating systems.
  • Knowledge of Active Directory, user account management, and permissions.
  • Experience with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
  • Familiarity with networking basics (TCP/IP, DNS, VPN, Wi-Fi).
  • Understanding of ITIL principles and ticket management systems (e.g., ServiceNow, Jira, Zendesk).
  • Basic knowledge of cybersecurity practices (password management, phishing awareness, endpoint protection).

Soft Skills

  • Strong problem-solving and analytical skills.
  • Excellent communication (oral and written) and interpersonal skills.
  • Customer-service orientation with patience and empathy.
  • Ability to work under pressure and manage multiple priorities.
  • Attention to detail and strong documentation habits.
  • Teamwork and willingness to collaborate with cross-functional teams.

Hashtags

#LI-RT1


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