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.
The opportunity
As the IT Service Specialist Line 1, you will act as the first point of contact for all IT-related queries and issues from internal users.
This role is crucial for ensuring that the IT service desk operates smoothly, providing reliable excellent quality support to requesters and contributing to the overall success of the IT department.
Responsibilities
- Receiving incoming IT Service Desk requests via portal, email, or phone / chat
- Providing initial diagnosis and resolution of known issues
- Further troubleshooting of unknown issues according to agreed guidelines
- Escalating unresolved issues to Line 2 or the appropriate team, including relevant details
- Monitoring unresolved assigned tickets to ensure timely resolution to expectation
- Maintaining accurate records of assigned incidents and service requests; contribute knowledge base articles describing errors, fixes and workarounds
- Ensuring a high level of customer satisfaction through effective communication and timely resolution of requests
- Adhering to all IT Service Desk polices and processes
- Supporting on boarding / off boarding / access tasks including equipment provisioning, account creation and permissions management
- Working with other IT teams to support broader IT initiatives, administration tasks and projects on a case-by-case basis
- Working with IT Business Partners to mature service experiences and positively impact Net Promoter Score (NPS)
Minimum of 1 year experience in a front line / IT Service Desk - Line 1 equivalent role
- Basic knowledge of computer hardware, software, and networking
- Strong verbal and written communication skills
- Ability to troubleshoot and resolve basic to medium technical issues
Desirable
- ITIL v4 Foundation Qualification
- Having Microsoft 365 administration, Cisco CCNA or similar certification is a plus
- Experience of working in the food manufacturing, pharmaceutical or similar sector
- Proficiency in another language would be a great addition but not essential (e.g. Dutch, Spanish, Chinese, Czech,
Brazilian Portuguese)