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 standards of service quality and documentation.

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

Key Responsibilities

• Resolve non-major incidents and service requests, logging all activities in ServiceNow.
• Deliver outstanding 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 or 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.

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 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

• 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 excited about providing exceptional support and being part of a vibrant team, we want to hear from you! Join us at Sysco and help us deliver excellence every day.