Join Our Team as a Service Desk Analyst!
Location: Hybrid - Dublin or Limerick
Are you ready to take your career to the next level? Sysco is on the lookout for a passionate Service Desk Analyst to join our dynamic Service Desk team on a full-time, permanent basis. This is your chance to be the first point of contact for our internal users, providing top-notch support and making a real difference!
In this role, you will report to the Team Lead, Service Desk, and be responsible for delivering level 1 support through various channels—phone, portal, and chat. You’ll log, troubleshoot, and resolve incidents while ensuring high service quality and thorough documentation.
*Please note: This is a bilingual position requiring fluency in English and either Swedish or French.*
Key Responsibilities
* Address and resolve non-major incidents and service requests, logging all activity in ServiceNow.
* Deliver exceptional customer service and professional support.
* Escalate or reassign unresolved incidents to the appropriate teams.
* Analyze and resolve hardware/software issues using standard tools and methods.
* Document case details clearly in ServiceNow, including steps taken and customer impact.
* Meet and exceed defined performance metrics, including CSat and QA standards.
* Continuously build knowledge of company-specific products and services.
* Create and update knowledge articles to support First Call Resolution and self-service.
* Participate in after-hours and on-call rotations to ensure 24/7 support coverage.
* Complete training objectives and uphold Sysco's Mission and Values.
Skills and Experience
* Experience in a Service Desk or similar IT support environment.
* Familiarity with ServiceNow ITSM workflows.
* Strong customer service, listening, and communication skills.
* Bilingual proficiency in English and French or Swedish (required).
* Detail-oriented with solid judgment and initiative.
* Ability to troubleshoot and resolve technical issues independently.
* Knowledge of Microsoft Office365 and standard network tools.
* Ability to work remotely and collaboratively as part of a team.
* Familiarity with ITIL principles is a plus.
Education and Certifications
* Degree or equivalent experience preferred.
* ITIL V4 / ITSM certification preferred.
* AWS and Microsoft MCSE certifications are a plus.
* Proficient in Microsoft Office365.
If you're looking for a role where you can grow, learn, and make an impact, we want to hear from you! Join us at Sysco and be part of a team that values innovation, collaboration, and excellence.