IT Service Specialist - First-Line Support Pro

SARIA Food & Pharma; Moodiesburn; On-site; GBP 32,000 - 45,000; Full time

Job summary

SARIA Food & Pharma is seeking an IT Service Specialist to provide first‑line support across the business. You will handle requests via portal, email, phone or chat and work with IT teams to resolve issues promptly.

In this role you will diagnose, troubleshoot and escalate where needed, maintain incident records, and contribute to the knowledge base. A customer‑focused mindset and basic networking knowledge are essential.

Qualifications

• Entry level technical support or service desk experience is preferred.
• Basic knowledge of computer hardware, software and networking is expected.
• Strong written and verbal communication skills are essential.
• Solid troubleshooting ability for basic to mid‑complexity issues.
• Certifications such as Microsoft 365 Administration or Cisco CCNA are a plus.
• Experience in food manufacturing or similar sector is advantageous.

Responsibilities

• Respond to IT support requests via the service portal, email, phone or chat.
• Diagnose and resolve known technical issues following structured troubleshooting.
• Escalate more complex issues to Tier 2 or specialist teams with clear details.
• Monitor assigned tickets and ensure timely updates and resolutions.
• Maintain accurate incident and request records; document fixes and workarounds.
• Contribute to the IT knowledge base with documented solutions.
• Communicate clearly with users to deliver excellent service and manage expectations.
• Support onboarding and offboarding processes (equipment setup, accounts, permissions).
• Collaborate with IT teams on projects and service improvements; work with IT Business Partners to enhance service quality and NPS.

Skills

Communication skills

Troubleshooting

Hardware knowledge

Software knowledge

Networking basics

Food industry experience

Education

Certifications preferred

Tools

Microsoft 365 Administration

Cisco CCNA

Job description

SARIA Food & Pharma is seeking an IT Service Specialist to provide first‑line support across the business. You will handle requests via portal, email, phone or chat and work with IT teams to resolve issues promptly.

In this role you will diagnose, troubleshoot and escalate where needed, maintain incident records, and contribute to the knowledge base. A customer‑focused mindset and basic networking knowledge are essential.