Front Line IT Service Specialist

At SARIA Food & Pharma, our activities are characterised by connected value chains, decades of shared market experience and a common spirit of innovation that drives the continuous development of our people and our products. Van Hessen, Devro and Bioiberica use animal-derived raw materials to create a wide range of products that are ubiquitous and universal, but by no means ordinary.

With a complementary portfolio of casings for the meat industry —including natural and collagen casings—, Devro and Van Hessen are leading experts in their sector. Global life science company Bioiberica produces active ingredients for humans, animals and plants from raw materials it receives from Van Hessen.

We bring an extra layer of value with our products and services, we improve the well-being of all by taking the science of life one step further, and we combine our attention to detail with the extraordinary, because everything matters.

As an IT Service Specialist, you will be the first point of contact for all incidents and service requests logged through the Service Desk. Your job will be to respond to these requests in a timely manner, resolving or escalating issues as appropriate and within established deadlines.

If you are customer-oriented, problem-solving, pragmatic and curious to find solutions, we would love to meet you.

Important: We have three centres in the metropolitan area of Barcelona, so we require availability to work in person on a regular basis in all three locations.

• IT demand management process execution (incidents, service requests, etc.).
• Initial triage of new requests at the IT Service Desk.
• Act as first-line support for all IT Service Desk requests until resolution or escalation.
• Attempt to resolve unusual requests that are not fully documented, as long as they fall within the level of trust and authority.
• Escalate more complex requests or incidents to the IT Service Specialist (level II).
• Create draft articles for the knowledge base according to lessons learned.
• Provide direct, hands-on support for IT assets, where necessary and appropriate.

• Previous experience working in an IT support / service desk role is essential (previous experience working at a global organisation would be an asset, but is not essential).
• Fluency in English and Spanish is essential for this position.
• Demonstrated ability to identify, resolve or escalate a wide variety of IT issues with sound criteria.
• Commitment to providing excellent service to employees and a taste for solving practical problems.
• Flexibility is required to move regularly between the three centres in the Barcelona region.
• Comfort working to deadlines and meeting targets within agreed timescales.
• Enjoy working in a team, but also have the initiative to work independently.
• Be a communicative, confident and clear person who enjoys building trusting and supportive relationships with different interlocutors.
• A valid driving licence is required due to the need for frequent travel between sites.

• A competitive salary and benefits package.
• Excellent on-site dining options.
• Free on-site parking.
• Training and professional development opportunities.
• A friendly, professional and collaborative working environment.

If this position is of interest to you and you would like to be part of a global company in constant evolution, we would be delighted to meet you. Send your updated CV and our recruitment team will contact you shortly.