Join Our Team as a Service Desk Analyst!
Location:
Hybrid - Ashford, Belfast, or London 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 level 1 support through various channels including phone, portal, and chat! Note:
This is a bilingual position, and we are seeking candidates who are fluent in English and either Swedish or French. Your Key Responsibilities
Resolve non-major incidents and service requests while logging all activities in ServiceNow. Deliver exceptional customer service and professional support to our users. Escalate or reassign unresolved incidents to the appropriate teams. Analyze and troubleshoot 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 enhance your knowledge of our 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. What We’re Looking For
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 bonus. Proficient in Microsoft Office365. If you're excited about providing exceptional support and being part of a collaborative team, we want to hear from you! Join us at Sysco and help us make a difference!