OverviewService Desk Analyst

– Hybrid roles in 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

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

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