Service Desk Analyst - Swedish Speaking

Join Our Team as a Service Desk Analyst - Swedish Speaking

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. In this exciting role, you will 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.

This is a bilingual position, and we are seeking candidates who are fluent 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 or 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

• Good experience in a Service Desk or similar IT support environment.
• Experience using 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 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 looking for a role where you can make a real impact while growing your skills in a supportive environment, we want to hear from you! Join us at Sysco and be part of a team that values excellence and innovation.