Sysco GB logo
Sysco GB

Built on a passion for food and feeding the nation, we are the UK’s largest foodservice supplier. Every day Brakes deliver the highest quality fresh and frozen food and ingredients from our nationwide network of distribution centres to some of the nation’s most famous pubs and restaurants, as well as schools, caterers, care homes and hospitals. Our customers depend on us, and our 8,000-strong workforce is dedicated and proud to be part of this vital provision. And we’re growing!

Service Desk Analyst

Location

United Kingdom + 1 moreAll locations: United Kingdom | Ireland

Posted

19 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

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.

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