Overview

Service Desk Analyst

— Hybrid - Ashford, Belfast or LondonSysco 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 FrenchKey Responsibilities

Address and resolve non-major incidents and service requests, logging all activity in ServiceNowDeliver excellent customer service and professional supportEscalate or reassign unresolved incidents to appropriate teamsAnalyse and resolve hardware/software issues using standard tools and methodsDocument case details clearly in ServiceNow, including steps taken and customer impactMeet/exceed defined performance metrics including CSat and QA standardsContinuously build knowledge of company-specific products and servicesCreate/update knowledge articles to support First Call Resolution and self-serviceParticipate in after-hours and on-call rotations to ensure 24/7 support coverageComplete training objectives and uphold Sysco\''s Mission and ValuesSkills and Experience

Good experience in a Service Desk or similar IT support environmentExperience using ServiceNow ITSM workflowsStrong customer service, listening, and communication skillsBilingual - English and French or Swedish (required)Detail-oriented with solid judgment and initiativeAbility to troubleshoot and resolve technical issues independentlyKnowledge of Microsoft Office365 and standard network toolsAbility to work remotely and as part of a teamFamiliarity with ITIL principlesEducation and Certifications

Degree or equivalent experience preferredITIL V4 / ITSM certification preferredAWS and Microsoft MCSE certifications are a plusProficient in Microsoft Office365

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