Service Desk Analyst (French or Swedish speaking)

Sysco International; Northern Ireland; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading foodservice company is looking for a Service Desk Analyst to provide level 1 support to internal users. This full-time role requires bilingual fluency in English and either French or Swedish. Responsibilities include troubleshooting incidents, delivering quality customer service, and upholding performance metrics. Ideal candidates will have Service Desk experience and a strong understanding of ITIL principles.

Qualifications

• Experience in a Service Desk or IT support environment.
• Strong customer service 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.
• Document case details clearly in ServiceNow.

Skills

Service Desk experience

Bilingual - English and French or Swedish

Customer service skills

Detail-oriented

Technical troubleshooting

Education

Degree or equivalent experience

ITIL V4 / ITSM certification

Tools

ServiceNow

Microsoft Office365

Job description

Overview

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. This is a bilingual position requiring fluent English and Swedish and/or French.

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