Job Description
Job Description
Service Desk Analyst
\nHybrid - 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.
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\n*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 knowle...