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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 with a commitment to excellence.
- Benefits: Enjoy hybrid work options, competitive pay, and opportunities for professional growth.
- Why this job: Be part of a dynamic team that values customer service and continuous learning.
- Qualifications: Fluent in English and either French or Swedish; experience in IT support preferred.
- Other info: Participate in after-hours support rotations for 24/7 coverage.
The predicted salary is between 30000 - 42000 £ 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. Youll 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 Syscos 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
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Service Desk Analyst (French or Swedish speaking) employer: Sysco
Contact Detail:
Sysco 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. You can find online tutorials or even free courses that will help you understand how to navigate and utilise ServiceNow effectively.
✨Tip Number 3
Demonstrate your customer service skills during the interview process. Prepare examples of how you've successfully resolved issues in previous roles, focusing on your communication and problem-solving abilities. This will show us that you can deliver excellent support to our users.
✨Tip Number 4
Research Sysco's mission and values. Understanding our company culture and what we stand for will not only help you align your answers during the interview but also demonstrate your genuine interest in joining our team. Be ready to discuss how your values match ours!
We think you need these skills to ace Service Desk Analyst (French or Swedish speaking)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and required skills. Highlight your experience in IT support and customer service, especially any bilingual capabilities in French or Swedish.
Tailor Your CV: Customise your CV to reflect relevant experience in a Service Desk or IT support environment. Emphasise your proficiency with ServiceNow and any certifications like ITIL V4 or Microsoft MCSE that align with the job requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to troubleshoot technical issues. Mention your bilingual skills and how they will benefit the team at Sysco.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. Ensure that your documents are clear, concise, and professional to make a strong impression.
How to prepare for a job interview at Sysco
✨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 and managing incidents, it’s crucial to have a good understanding of its functionalities. Review common workflows and be ready to discuss how you’ve used similar tools in past roles.
✨Showcase Your Customer Service Experience
This position is all about providing excellent customer support. Prepare examples from your previous experience where you successfully resolved issues or improved customer satisfaction, highlighting your communication skills.
✨Understand ITIL Principles
Having a grasp of ITIL principles will give you an edge in the interview. Be ready to discuss how these principles apply to service desk operations and how they can enhance service delivery.
