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Service Desk Analyst - Swedish SpeakingSysco International • Tamworth, England, United Kingdom
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Service Desk Analyst - Swedish Speaking

Sysco International
  • GB
    Tamworth, England, United Kingdom
  • GB
    Tamworth, England, United Kingdom
Apply Now

About

Job Description

Service Desk Analyst - Swedish Speaking
UK and Ireland 

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* 

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 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 
  • Tamworth, England, United Kingdom

Languages

  • English
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