Desktop Staging Specialist
Department: Information Technology
Location: Basrah/ virtual
Job Type: 5/2 - 8hours per day
Working days: (Sunday to Thursday)

Job Description:
Service Desk serves as the point of contact for all issues related to IT. Service desk is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and providing a first-contact resolution for customers.
Desktop Staging Specialist is responsible for offering 1st and 2nd line support and technical assistance end users by helping them complete tasks or troubleshoot problems through diagnostic tests and remote access into their computers.

Personal Accountabilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email or chat.
• Perform remote troubleshooting through diagnostic techniques and relevant questions, determine the best solution based on the issue and details provided by the end user and walk the end user through the problem- solving process.
• Record incidents and service requests and their resolution in a ITSM tool (Service Now).
• Use monitoring tools and respond to alerts and events as they occur to minimize disruption for the end user.
• Provide 2nd line support to resolve workplace services, network, security and platform incidents and fulfilment.
• Update and maintain knowledge base and standard operating procedures.
• Follow-up and update the end users on status and information.
• Identify and suggest possible improvements on procedures and pass on any feedback or suggestions by customers to the appropriate internal teams.
• Escalate unresolved issues to the 3rd level technical support teams and track progress and resolution.__________

HSSE:

• Accountable for safe and successful execution of activities defined as HSE critical.
• Identify and manage HSE risks within own role and the development of an enhanced HSE culture, by steering and influencing team, vendors, and stakeholders on HSE agenda.

Experience & Qualification required:

• Skill in IT service delivery process and procedures.
• Good understanding of ServiceNow tool as the main tool in organisation for service desk, with hands-on experience.
• Good understanding of the strategic vision for the service desk role and expectations.
• Customer-service oriented with a problem-solving attitude.
• Solid technical background with an ability to give instructions to a non-technical audience.
• Good understanding of computer systems, mobile devices, and other tech products

Personal Skills

• Good understanding of computer systems, mobile devices, and other tech products.
• Strong English language skills required.

If you are interested & if the required skills matches your expertise please apply or send your CV on [email protected]

With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining and Manufacturing sectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.