Service Desk Analyst (French or Swedish speaking)
3 days 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. Youโll log, troubleshoot, and resolve incidents or route them appropriately while maintaining high service quality and documentation. Key Responsibilities โข Address and resolve non-major incidents and service requests, logging all activity in ServiceNow, โข Deliver excellent customer service and professional support, โข Escalate or reassign unresolved incidents to appropriate teams, โข Analyse and resolve hardware/software issues using standard tools and methods, โข Document case details clearly in ServiceNow, including steps taken and customer impact, โข Meet/exceed defined performance metrics including CSat and QA standards, โข Continuously build knowledge of company-specific products and services, โข Create/update knowledge articles to support First Call Resolution and self-service, โข Participate in after-hours and on-call rotations to ensure 24/7 support coverage, โข Good experience in a Service Desk or similar IT support environment, โข Experience using ServiceNow ITSM workflows, โข Strong customer service, listening, and communication skills, โข Bilingual - English and French or Swedish (required), โข Detail-oriented with solid judgment and initiative, โข Ability to troubleshoot and resolve technical issues independently, โข Knowledge of Microsoft Office365 and standard network tools, โข Ability to work remotely and as part of a team, โข Degree or equivalent experience preferred, โข ITIL V4 / ITSM certification preferred, โข AWS and Microsoft MCSE certifications are a plus, โข Proficient in Microsoft Office365