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For Companies At a Glance
- Tasks: Provide top-notch support to Sysco users via phone, chat, and portal.
- Company: Join Sysco, a leading global foodservice distributor, committed to quality and service.
- Benefits: Enjoy hybrid work options, competitive pay, and opportunities for growth.
- Why this job: Be part of a dynamic team, enhance your tech skills, and make a real impact.
- Qualifications: Fluent in English and either French or Swedish; experience in IT support is a plus.
- Other info: Participate in after-hours support and embrace Sysco’s mission and values.
The predicted salary is between 36000 - 60000 £ per year.
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. 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 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 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 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
Service Desk Analyst (French or Swedish speaking) employer: Sysco International
Contact Detail:
Sysco International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst (French or Swedish speaking)
✨Tip Number 1
Brush up on your bilingual skills! Since this role requires fluency in both English and either French or Swedish, practice speaking and writing in these languages. Consider engaging in conversations with native speakers or using language exchange apps to enhance your proficiency.
✨Tip Number 2
Familiarise yourself with ServiceNow. As you'll be using this platform for logging incidents and managing service requests, take some time to explore its features. There are plenty of online tutorials and resources that can help you get a good grasp of its functionalities.
✨Tip Number 3
Understand ITIL principles. Since the job mentions familiarity with ITIL, it’s beneficial to have a basic understanding of its concepts. You can find free resources online that explain ITIL frameworks and how they apply to service management.
✨Tip Number 4
Prepare for customer service scenarios. This role is all about providing excellent support, so think about common issues users face and how you would resolve them. Practising your problem-solving skills and customer interaction techniques can give you an edge during interviews.
We think you need these skills to ace Service Desk Analyst (French or Swedish speaking)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and customer service. Emphasise your bilingual skills in English and either French or Swedish, as this is a key requirement for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for providing excellent customer service. Mention specific examples of how you've resolved technical issues in the past and your familiarity with tools like ServiceNow.
Highlight Relevant Skills: In your application, clearly outline your experience with Microsoft Office365 and any ITIL principles you are familiar with. This will demonstrate your readiness for the responsibilities of the role.
Proofread Your Application: Before submitting, carefully proofread your application to ensure there are no spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Service Desk Analyst.
How to prepare for a job interview at Sysco International
✨Brush Up on Your Bilingual Skills
Since this role requires fluency in English and either French or Swedish, make sure to practice your language skills. Be prepared to answer questions in both languages during the interview to demonstrate your proficiency.
✨Familiarise Yourself with ServiceNow
As the job involves using ServiceNow for logging incidents and service requests, it’s crucial to have a good understanding of its functionalities. If you have experience with it, be ready to discuss specific scenarios where you used ServiceNow effectively.
✨Showcase Your Customer Service Skills
This position is all about providing excellent customer support. Prepare examples from your past experiences that highlight your ability to handle customer inquiries, resolve issues, and maintain a positive attitude under pressure.
✨Understand ITIL Principles
Since familiarity with ITIL principles is mentioned in the job description, take some time to review these concepts. Be ready to explain how you’ve applied ITIL practices in previous roles, especially in relation to incident management and service delivery.
