At a Glance
- Tasks: Provide top-notch support to Sysco users via phone, chat, and portal.
- Company: Join Sysco International, a diverse and inclusive workplace that values your unique talents.
- Benefits: Enjoy competitive pay, flexible remote work, and opportunities for professional growth.
- Other info: Embrace a culture where everyone belongs and thrives, with support throughout your application.
- Why this job: Be the first point of contact and make a real difference in users' experiences.
- Qualifications: Fluent in English and Swedish, with experience in IT support and customer service.
The predicted salary is between 30000 - 40000 € per year.
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 Warrington employer: Brakes Group
At Sysco International, we pride ourselves on being an exceptional employer that values diversity and inclusion, ensuring every employee feels they belong and can thrive. Our supportive work culture encourages personal and professional growth, with opportunities for training and development in a dynamic environment. As a Service Desk Analyst, you'll be part of a team that not only prioritises excellent customer service but also celebrates the unique talents of each colleague, making it a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Warrington
✨Tip Number 1
Get to know the company inside out! Research Sysco's values, mission, and culture. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills in both English and Swedish. Since this role requires bilingual abilities, being able to switch between languages smoothly will impress your interviewers and demonstrate your readiness for the job.
✨Tip Number 3
Prepare for common Service Desk scenarios. Think about how you would handle specific incidents or service requests. Being ready with examples will showcase your problem-solving skills and customer service mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen on joining Sysco's amazing team.
We think you need these skills to ace Service Desk Analyst in Warrington
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 have, as this will show us you're ready to hit the ground running.
Customer Service is Key:We love candidates who can demonstrate excellent customer service skills. Share stories that showcase your ability to resolve issues and maintain high service quality, as this is crucial for the role.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
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 specific tools you'll be using. 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 provided outstanding support. Be ready to discuss how you handled difficult situations and what steps you took to ensure customer satisfaction.
✨Be a Team Player
Highlight your ability to work both independently and as part of a team. Share examples of how you've collaborated with others in previous roles, especially in a remote setting. This will show that you can adapt to different working environments and contribute positively to the team.
