IT EUC Specialist

About the role

The IT EUC Specialist will lead the Service Desk function for a leading energy joint venture, ensuring timely resolution of incidents and high‑quality user experience. This role blends operational management with continuous service improvement, supporting both IT teams and the broader business during a large‑scale transformation.

Key responsibilities

• Manage day‑to‑day Service Desk operations and ensure compliance with SLAs.
• Lead and coordinate Service Desk activities across teams and stakeholders.
• Design, develop, and implement Service Desk policies, procedures, and processes.
• Identify and drive service‑improvement initiatives and monitor ticket handling.
• Develop dashboards and reports to track performance and service‑delivery metrics.
• Document, audit, and regularly improve all Service Desk processes.
• 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 major incident handling and other service‑management processes.
• Ensure safe execution of activities, manage HSE risks, and reinforce safety culture.
• Maintain adherence to internal controls, governance frameworks, and standards such as ISO 27001/27002.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a 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 ITIL 4 and ISO 27001/ISO 27002 frameworks.
• CompTIA A+ certification or equivalent technical qualification.

Required skills

• ServiceNow (or comparable ITSM tool)
• ITIL (service‑management framework)
• ISO 27001
• ISO 27002
• CompTIA A+