Service Desk Analyst (French or Swedish speaking)

Sysco; Camden Town; On-site; GBP 28,000 - 35,000; Full time

Job summary

A global foodservice leader is seeking a Level 1 Support Specialist to provide excellent customer service and support to internal users. The successful candidate will be responsible for troubleshooting incidents, documenting activities, and must be bilingual in English and either French or Swedish. This role offers professional development within a dynamic IT support environment.

Qualifications

• Fluent in English and either French or Swedish.
• Strong customer service skills and communication abilities.
• Solid judgment and initiative for technical issue resolution.

Responsibilities

• Log and resolve non-major incidents and service requests.
• Provide excellent customer service and professional support.
• Document service activities clearly in ServiceNow.

Skills

Customer service skills

Bilingual - English and French or Swedish

Troubleshooting technical issues

Detail-oriented

Knowledge of Microsoft Office365

Education

Degree or equivalent experience

ITIL V4/ITSM certification

Tools

ServiceNow ITSM

Job description

Overview

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.

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
• This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French; good experience in a Service Desk or similar IT support environment
• Experience using ServiceNow ITSM workflows

Qualifications and Skills

• 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