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 Sysco users, providing top-notch level 1 support through various channels including phone, portal, and chat.

Note: This is a bilingual position, and we are seeking candidates who are fluent in both English and Swedish.

Your Key Responsibilities

• Address and resolve non-major incidents and service requests, ensuring all activities are logged in ServiceNow.
• Deliver exceptional customer service and professional support to our users.
• Escalate or reassign unresolved incidents to the appropriate teams for further assistance.
• 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 Customer Satisfaction (CSat) and Quality Assurance (QA) standards.
• Continuously enhance your knowledge of company-specific products and services.
• Create and update knowledge articles to support First Call Resolution and self-service initiatives.
• Participate in after-hours and on-call rotations to ensure 24/7 support coverage.
• Complete training objectives while upholding 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 Office 365 and standard network tools.
• Capability to work both remotely and as part of a collaborative 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 Office 365 is essential.

If you’re excited about providing excellent support and being part of a vibrant team, we want to hear from you! Join us at Sysco and help us make a difference.