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. Youll 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 Syscos 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
