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. If you thrive in a fast-paced environment and love helping others, this is the perfect opportunity for you!
As the first point of contact for our internal Sysco users, you will provide top-notch level 1 support through various channels including phone, portal, and chat. Your role will be crucial in logging, troubleshooting, and resolving incidents while ensuring high service quality and thorough documentation. Fluency in both English and Swedish is a must for this bilingual position!
Your Key Responsibilities
- Address and resolve non-major incidents and service requests, logging all activity in ServiceNow.
- Deliver exceptional 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 your 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.
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 is a plus.
Education and Certifications
- A degree or equivalent experience is preferred.
- ITIL V4 / ITSM certification is preferred.
- AWS and Microsoft MCSE certifications are a bonus.
- Proficiency in Microsoft Office365 is essential.
If you’re excited about making a difference and being part of a supportive team, we want to hear from you! Join us at Sysco and help us deliver exceptional service to our users every day.
