Overview
Service Desk Analyst — Hybrid - Ashford, Belfast or London
Sysco are recruiting for a Service Desk Analyst to join the Service Desk team on a full-time, permanent basis.
Reporting to the Team Lead, Service Desk, this role acts as the first point of contact for internal Sysco users, offering level 1 support via phone, portal, chat, and handling non-critical escalations. You\'ll log, troubleshoot, and resolve incidents or route them appropriately while maintaining high service quality and documentation.
This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French
Key Responsibilities
* Address and resolve non-major incidents and service requests, logging all activity in ServiceNow
* Deliver excellent customer service and professional support
* Escalate or reassign unresolved incidents to appropriate teams
* Analyse and resolve hardware/software issues using standard tools and methods
* Document case details clearly in ServiceNow, including steps taken and customer impact
* Meet/exceed defined performance metrics including CSat and QA standards
* Continuously build knowledge of company-specific products and services
* Create/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
* Good experience in a Service Desk or similar IT support environment
* Experience using ServiceNow ITSM workflows
* Strong customer service, listening, and communication skills
* Bilingual - 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 as part of a team
* Familiarity with ITIL principles
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
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