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- Tasks: Provide top-notch support to Sysco users via phone, chat, and portal.
- Company: Join a diverse and inclusive team at Sysco International.
- Benefits: Enjoy flexible working, career growth, and a supportive environment.
- Other info: Embrace a culture that celebrates your unique talents and potential.
- Why this job: Be the first point of contact and make a real difference in tech support.
- Qualifications: Fluent in English and Swedish with IT support experience.
The predicted salary is between 30000 - 40000 £ per year.
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.
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.
Service Desk Analyst in Burtonwood employer: Brakes Group
Contact Detail:
Brakes Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Burtonwood
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Sysco. Understand their mission, values, and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your Swedish! Since this role requires bilingual skills, brush up on your Swedish communication. You might get asked to demonstrate your language skills during the interview, so be ready to chat in both English and Swedish.
✨Tip Number 3
Show off your customer service skills! Think of examples from your past experiences where you provided excellent support. Be prepared to discuss how you handled tricky situations and resolved issues, as this is key for a Service Desk Analyst.
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It makes it easier for us to track and gives you a better chance of standing out. Plus, it shows you're proactive and keen to join Sysco!
We think you need these skills to ace Service Desk Analyst in Burtonwood
Some tips for your application 🫡
Show Off Your Language Skills: Since this role requires fluency in both English and Swedish, make sure to highlight your language skills right at the start. Use clear examples of how you've used these languages in previous roles or experiences.
Be Specific About Your Experience: When detailing your experience, focus on your time in a Service Desk or IT support environment. Mention specific tools like ServiceNow and any relevant certifications you hold, as this will show us you're ready to hit the ground running.
Customer Service is Key: We love candidates who can demonstrate strong customer service skills. Share stories that showcase your ability to handle difficult situations, resolve issues, and maintain a positive attitude while supporting users.
Keep It Professional and Clear: Your application should be well-structured and free of errors. Use bullet points for clarity and ensure you document your experiences clearly. Remember, we’re looking for attention to detail, so make every word count!
How to prepare for a job interview at Brakes Group
✨Know Your Stuff
Make sure you brush up on your knowledge of ServiceNow and ITIL principles. Familiarise yourself with common troubleshooting methods for hardware and software issues, as well as the Microsoft Office365 suite. This will help you answer technical questions confidently.
✨Show Off Your Bilingual Skills
Since this role requires fluency in both English and Swedish, practice speaking and writing in both languages. Be prepared to demonstrate your language skills during the interview, whether it’s through answering questions or discussing your previous experiences.
✨Customer Service is Key
Sysco values excellent customer service, so think of examples from your past experiences where you’ve gone above and beyond for a customer. Be ready to discuss how you handle difficult situations and ensure high service quality.
✨Cultural Fit Matters
Sysco is all about diversity and inclusion, so be yourself! Think about how your unique background and experiences can contribute to their culture. Share your thoughts on teamwork and how you can help define their values during the interview.