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 be responsible for delivering level 1 support through various channels including phone, portal, and chat. Your mission? To log, troubleshoot, and resolve incidents while ensuring high-quality service and documentation.
*Note: This is a bilingual position requiring fluency in both English and Swedish.*

Your Key Responsibilities:

• Address and resolve non-major incidents and service requests, logging all activity in ServiceNow.
• Deliver exceptional customer service and professional support.
• 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 your knowledge of our 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.

What We’re Looking For:

• Experience in a Service Desk or similar IT support environment.
• Familiarity with ServiceNow ITSM workflows.
• Strong customer service, listening, and communication skills.
• Bilingual proficiency in 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 collaboratively as part of a team.
• Familiarity with ITIL principles.

Education and Certifications:

• A degree or equivalent experience is preferred.
• ITIL V4 / ITSM certification is preferred.
• AWS and Microsoft MCSE certifications are a plus.
• Proficiency in Microsoft Office365.

If you’re ready to embark on an exciting journey with Sysco, where your skills will be valued and your growth encouraged, we want to hear from you!