Service Desk Analyst (French or Swedish speaking)
15 hours ago
Eye
Service Desk Analyst Hybrid - Dublin or Limerick 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, • 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, • Degree or equivalent experience preferred, • ITIL V4 / ITSM certification preferred, • AWS and Microsoft MCSE certifications are a plus, • Proficient in Microsoft Office365