IT Service Specialist Line 1

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

At SARIA Food & Pharma, our activities are characterized by connected value chains, decades of shared market expertise and a unifying spirit of innovation to continuously develop our people and our products.

Van Hessen, Devro and Bioiberica use animal raw materials to create their wide range of products, which are ubiquitous and universal, but anything but ordinary. With a complementary portfolio of casings for the sausage industry that includes natural and collagen-based casings, Devro and Van Hessen are leading product experts in their industry. The global life science company Bioiberica produces active ingredients for humans, animals and plants, from starting material it receives from Van Hessen.

We create the added layer of value with our products and services, improve the well-being of all by taking life science further and combine our attention to detail with the extraordinary, because it all matters.

About the role

Are you someone who loves solving problems, helping people, and keeping technology running smoothly? We’re looking for a proactive and customer‑focused IT Service Specialist to join our team and provide first‑line support to colleagues across the business.

If you thrive in a fast‑paced, people‑first environment and enjoy resolving technical challenges, this could be the perfect opportunity for you.

Responsibilities

• Respond to IT support requests via the service portal, email, phone, or chat
• Diagnose and resolve known technical issues, following structured troubleshooting for new ones
• Escalate more complex issues to Line 2 or specialist teams with clear, accurate detail
• Monitor your assigned tickets, ensuring timely updates and resolutions
• Maintain accurate incident and request records
• Contribute to the IT knowledge base by documenting fixes, workarounds, and common issues
• Communicate clearly with users to deliver excellent customer service and manage expectations
• Support onboarding and offboarding processes (equipment setup, account creation, permissions management)
• Collaborate with other IT teams on wider projects and service improvements
• Work with IT Business Partners to help enhance service quality and improve NPS

About you

• Previous experience in an entry level technical support or service desk role
• Basic knowledge of computer hardware, software, and networking
• Strong communication skills, both written and verbal
• Solid troubleshooting ability for basic to medium‑complexity issues
• Certifications such as Microsoft 365 Administration or Cisco CCNA are a strong plus
• Experience working within food manufacturing or a similar sector would be a big plus

Please note this is a Direct Search led by SARIA Food and Pharma. Applications from agencies will not be accepted nor will fees be paid for unsolicited CVs.

Equality and diversity at SARIA Food and Pharma / Saria group of companies

We value diversity and are committed to an inclusive working environment in which all employees are respected and supported regardless of gender, age, ethnic origin, religion, sexual orientation, disability, or social background. We expressly welcome applications from people with a wide range of perspectives and experiences. Our goal is to ensure equal opportunities and actively combat discrimination – both in the application process and in everyday working life.