IT Service Specialist

Summary

Deliver high-quality, customer-focused IT support services to end-users across SADAFCO offices, warehouses, and manufacturing sites, ensuring reliable operation of IT systems, business applications, and digital workplace tools. The IT Customer Service Specialist acts as the primary interface between IT and business users, ensuring incidents and service requests are managed efficiently in alignment with ITIL v4 service management practices, ISO/IEC 20000 principles, ISO 27001 security requirements, and SADAFCO service level commitments.

• Develop and maintain knowledge base articles and self-service documentation.
• Contribute to service catalog updates and knowledge repository improvements.
• Identify recurring issues and propose service improvement initiatives.
• Support ITSM process optimization aligned with ITIL v4 best practices.

• Act as Single Point of Contact (SPOC) for IT incidents and service requests.
• Provide support for end-user devices, Microsoft 365, and business applications.
• Deliver remote and onsite technical support across corporate and factory environments.
• Ensure high levels of customer satisfaction and professional communication.

• Log, categorize, prioritize, and track tickets in the Service Desk Portal.
• Ensure incidents are resolved within defined SLAs and OLAs.
• Escalate issues according to defined support matrix.
• Maintain accurate documentation of troubleshooting steps and resolutions.

• Support ERP, WMS, attendance, and operational systems at user level.
• Maintain master data updates with verified approvals.
• Coordinate with application teams for advanced troubleshooting.

• Maintain accurate IT asset inventory records.
• Support hardware deployment, replacement, and retirement processes.
• Ensure compliance with asset management policies.

• Adhere to ISO 27001 information security practices.
• Protect sensitive business data and follow access control procedures.
• Report suspected security incidents promptly.
• Ensure secure handling of endpoints and user credentials.
• Identify opportunities for process improvements and propose innovative solutions to enhance the efficiency and effectiveness of the service desk operations.
• Stay updated with the latest technologies and industry trends to provide proactive support and suggest improvements to the IT support.

• Maintain professional and proactive communication with end-users.
• Collaborate with IT Systems, IT/OT Network & Security, and Application teams.
• Support manufacturing and warehouse users with business‑critical systems.