At a Glance
- Tasks: Provide top-notch support to Sysco users via phone, chat, and portal.
- Company: Join Sysco, a diverse and inclusive company that values your unique talents.
- Benefits: Enjoy a competitive salary, flexible remote work, and growth opportunities.
- Other info: Embrace a culture where everyone belongs and thrives.
- Why this job: Be the first point of contact and make a real difference in user experience.
- Qualifications: Fluent in English and Swedish with experience in IT support.
The predicted salary is between 35000 - 40000 £ per year.
Sysco is 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
- 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
- Degree or equivalent experience preferred
- ITIL V4 / ITSM certification preferred
- AWS and Microsoft MCSE certifications are a plus
- Proficient in Microsoft Office365
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 recognize that Sysco International can only thrive when everyone feels they belong.
Service Desk Analyst - Swedish Speaking employer: Brakes
At Sysco International, we pride ourselves on being an exceptional employer that values diversity and inclusion, fostering a supportive work culture where every employee can thrive. As a Service Desk Analyst, you will benefit from comprehensive training opportunities, a commitment to professional growth, and the chance to contribute to a collaborative team environment while providing vital support to our users across the UK and Ireland. Join us in defining our culture and making a meaningful impact in the food service industry.
