Service Desk Analyst - Swedish Speaking

Join Our Team as a Service Desk Analyst - Swedish Speaking!

Location: UK and Ireland

Are you ready to take your career to the next level? Sysco is on the lookout for a passionate and dedicated Service Desk Analyst to join our dynamic Service Desk team on a full-time, permanent basis. This is your chance to be the first point of contact for our internal users, providing top-notch support and making a real difference!

About the Role:
As a Service Desk Analyst, you will report to the Team Lead and play a crucial role in delivering exceptional service. You’ll handle level 1 support through various channels—phone, portal, and chat—while managing non-critical escalations. Your mission? To log, troubleshoot, and resolve incidents efficiently, all while maintaining high service quality and thorough documentation.

*This is a bilingual position requiring fluency in both English and Swedish.*

Key Responsibilities

• Address and resolve non-major incidents and service requests, logging all activity in ServiceNow.
• Deliver excellent customer service and professional support to our users.
• Escalate or reassign unresolved incidents to the appropriate teams.
• Analyze and resolve hardware/software issues using standard tools and methods.
• Document case details clearly in ServiceNow, including steps taken and customer impact.
• Meet and exceed defined performance metrics, including CSat and QA standards.
• Continuously build knowledge of company-specific products and services.
• Create and 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

• Experience in a Service Desk or similar IT support environment.
• Familiarity with ServiceNow ITSM workflows.
• Strong customer service, listening, and communication skills.
• Bilingual - English and 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 collaborative team.
• Familiarity with ITIL principles is a plus.

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.

If you’re ready to embark on an exciting journey with Sysco, where your skills and passion for technology can shine, we want to hear from you! Join us in delivering exceptional service and support to our users.