Job
DescriptionService
Desk Analyst - Swedish Speaking UK and
Ireland 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 Swedish* 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 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