At a Glance
- Tasks: Provide top-notch support to Sysco users and resolve IT issues.
- Company: Join Sysco, a leading foodservice distributor with a vibrant team culture.
- Benefits: Enjoy competitive pay, flexible working options, and ongoing training.
- Other info: Great opportunity for career growth in a dynamic environment.
- Why this job: Be the go-to tech hero for your colleagues while enhancing your skills.
- Qualifications: Fluent in English and Swedish, with experience in IT support.
The predicted salary is between 35000 - 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.
Service Desk Analyst - Swedish Speaking (Portishead) employer: Sysco International
At Sysco, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Portishead that fosters collaboration and innovation. Our commitment to employee growth is evident through comprehensive training programmes and opportunities for advancement, all while maintaining a strong focus on work-life balance and a supportive team culture. Join us to be part of a company that values your contributions and encourages you to thrive in your career.
