Service Desk Analyst (French or Swedish speaking)

Service Desk Analyst (French or Swedish speaking)

Full-time

Ashford

Competitive

Job Description

Service Desk AnalystHybrid - 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 French*Key ResponsibilitiesAddress 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 ExperienceGood 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 CertificationsDegree or equivalent experience preferredITIL V4 / ITSM certification preferredAWS and Microsoft MCSE certifications are a plusProficient in Microsoft Office365Additional Information

At Sysco International everyone is welcome. We don’t want you to ‘fit our culture’ we want you to help define it and we actively celebrate the unique talents of each and every colleague. We don’t just look at your CV, we’re more focused on who you are and your potential. As part of our values, we are committed to fostering a diverse and inclusive culture where everyone has a voice, is appreciated and has the same opportunities. We work hard to ensure that everyone feels part of our business, as we care for one another and connect the world through food and trusted partnerships. Our ultimate goal is to ensure that everyone belongs and thrives at Sysco International and we recognise that Sysco International can only thrive when everyone feels they belong. We''ll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our resourcing team who will be happy to support ..... full job details .....