Job Description

Service Desk Analyst
Hybrid - Ashford or London

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. 

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 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