Service Desk Analyst

Fresh Direct; Ashford; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading food service and distribution company is looking for a Service Desk Analyst in Ashford or London. This role involves providing first-level IT support through various channels, documenting incidents, and ensuring high service quality. The ideal candidate should have experience in IT support, be bilingual in English and French or Swedish, and have knowledge of ServiceNow and Microsoft Office365. This position offers a hybrid working model.

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

• Address and resolve non-major incidents and service requests.
• Deliver excellent customer service and professional support.
• Escalate or reassign unresolved incidents to appropriate teams.

Skills

Customer service

Troubleshooting skills

Communication skills

Bilingual (English and French or Swedish)

Detail-oriented

Knowledge of Microsoft Office365

Education

Degree or equivalent experience preferred

ITIL V4 / ITSM certification preferred

Tools

ServiceNow

Job description

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Service Desk Analyst
Hybrid - Ashford or London

Sysco are recruiting for a Service Desk Analyst to join the Service Desk team on a full-time, permanent basis.

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.

Key Responsibilities

• 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

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 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

Additional Information

At Sysco International everyone is welcome. We don’t want you to ‘fit our culture’ we want you to help define it and we actively celebrate the unique talents of each and every colleague. We don’t just look at your CV, we’re more focused on who you are and your potential. As part of our values, we are committed to fostering a diverse and inclusive culture where everyone has a voice, is appreciated and has the same opportunities. We work hard to ensure that everyone feels part of our business, as we care for one another and connect the world through food and trusted partnerships. Our ultimate goal is to ensure that everyone belongs and thrives at Sysco International and we recognise that Sysco International can only thrive when everyone feels they belong. We'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our resourcing team who will be happy to support you.

Job Location

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