[Hiring] Service Desk Analyst @Sysco GB

Role Description

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 where we are looking for fluent speaking/writing of English and Swedish.

Qualifications

• 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

Requirements

• 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

Benefits

• At Sysco International everyone is welcome.
• We actively celebrate the unique talents of each and every colleague.
• 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.
• Our ultimate goal is to ensure that everyone belongs and thrives at Sysco International.