Job Description
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
1. Address and resolve non-major incidents and service requests, logging all activity in ServiceNow
2. Deliver excellent customer service and professional support
3. Escalate or reassign unresolved incidents to appropriate teams
4. Analyse and resolve hardware/software issues using standard tools and methods
5. Document case details clearly in ServiceNow, including steps taken and customer impact
6. Meet/exceed defined performance metrics including CSat and QA standards
7. Continuously build knowledge of company-specific products and services
8. Create/update knowledge articles to support First Call Resolution and self-service
9. Participate in after-hours and on-call rotations to ensure 24/7 support coverage
10. Complete training objectives and uphold Sysco’s Mission and Values
Skills and Experience
11. Good experience in a Service Desk or similar IT support environment
12. Experience using ServiceNow ITSM workflows
13. Strong customer service, listening, and communication skills
14. Bilingual - English and French or Swedish (required)
15. Detail-oriented with solid judgment and initiative
16. Ability to troubleshoot and resolve technical issues independently
17. Knowledge of Microsoft Office365 and standard network tools
18. Ability to work remotely and as part of a team
19. Familiarity with ITIL principles
Education and Certifications
20. Degree or equivalent experience preferred
21. ITIL V4 / ITSM certification preferred
22. AWS and Microsoft MCSE certifications are a plus
23. Proficient in Microsoft Office365
Additional Information
At Sysco International everyone is welcome. We don’t want you to ‘fit our culture’ we want you to help define it and we actively celebrate the unique talents of each and every colleague. We don’t just look at your CV, we’re more focused on who you are and your potential. As part of our values, we are committed to fostering a diverse and inclusive culture where everyone has a voice, is appreciated and has the same opportunities. We work hard to ensure that everyone feels part of our business, as we care for one another and connect the world through food and trusted partnerships. Our ultimate goal is to ensure that everyone belongs and thrives at Sysco International and we recognise that Sysco International can only thrive when everyone feels they belong. We'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our resourcing team who will be happy to support you.