Service Desk Analyst

Sysco; Ashford; Remote; GBP 25,000 - 30,000; Full time

Job summary

A leading food service distributor is seeking a Service Desk Support professional in Ashford, UK, to provide level 1 support to internal users. Responsibilities include troubleshooting incidents, maintaining service quality, and upholding company values while ensuring excellent customer service. Candidates should possess strong communication skills and relevant experience in IT support. Opportunities for bilingual candidates in English and French or Swedish are available.

Qualifications

• Good experience in a Service Desk or similar IT support environment.
• Strong customer service, listening, and communication skills.
• Ability to troubleshoot and resolve technical issues independently.

Responsibilities

• Respond to internal Sysco users as first point of contact.
• Address and resolve non-major incidents and service requests.
• Participate in after-hours rotating support.

Skills

Customer service

Troubleshooting

ServiceNow ITSM

Bilingual communication

Detail-oriented

Education

Degree or equivalent experience

Tools

ServiceNow

Microsoft Office365

Job description

Reporting to the Team Lead, Service Desk, this role acts as the first point of contact for internal Sysco users, offering level 1 support via phone, portal, chat, and handling non-critical escalations. You'll log, troubleshoot, and resolve incidents or route them appropriately while maintaining high service quality and documentation.,

• Address and resolve non-major incidents and service requests, logging all activity in ServiceNow
• Deliver excellent customer service and professional support
• Escalate or reassign unresolved incidents to appropriate teams
• Analyse and resolve hardware/software issues using standard tools and methods
• Document case details clearly in ServiceNow, including steps taken and customer impact
• Meet/exceed defined performance metrics including CSat and QA standards
• Continuously build knowledge of company-specific products and services
• Create/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
  
  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 French or 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