IT Service Specialist

About the role

The IT Service Specialist will deliver high‑quality, customer‑focused IT support to end‑users across SADAFCO offices, warehouses and manufacturing sites. Acting as the primary interface between IT and business users, the specialist ensures incidents and service requests are resolved efficiently in line with ITIL v4, ISO/IEC 20000 and ISO 27001 standards.

Key responsibilities

• Serve as the Single Point of Contact for IT incidents and service requests, providing remote and onsite support for devices, Microsoft 365 and business applications.
• Log, categorize, prioritize and track tickets in the Service Desk Portal, ensuring resolution within defined SLAs and OLAs.
• Support ERP, WMS, attendance and other operational systems at the user level, coordinating with application teams for advanced troubleshooting.
• Maintain accurate IT asset inventory, manage hardware deployment, replacement and retirement processes.
• Develop and maintain knowledge‑base articles, self‑service documentation and contribute to service‑catalog updates.
• Adhere to ISO 27001 information‑security practices, protect sensitive data and report security incidents promptly.

Required profile

• Proven experience delivering IT support in a corporate or manufacturing environment.
• Familiarity with ITIL v4 service‑management practices and ISO/IEC 20000/ISO 27001 compliance.
• Strong customer‑service orientation with the ability to communicate professionally with end‑users.

Required skills

• Microsoft 365
• ERP systems
• Warehouse Management System (WMS)
• IT Service Management (ITSM) tools / Service Desk Portal
• ITIL v4 framework
• ISO 27001 security standards

What we offer

• Opportunity to work in a leading dairy and food‑stuff company.
• Exposure to both corporate and industrial IT environments.
• Professional development in ITIL and information‑security best practices.