Join Our Team as a Senior Service Desk Analyst!
Location:
Hybrid - Ashford, Belfast, or London Are you ready to take your career to the next level? Sysco is on the lookout for a
Senior Service Desk Analyst
to join our dynamic Service Desk team on a full-time, permanent basis. This is your chance to shine as a senior escalation point, providing top-notch support while mentoring others and tackling complex incidents with professionalism. Note:
This is a bilingual position requiring fluency in English and either Swedish or French. Your Key Responsibilities
Resolve advanced and complex incidents escalated by Service Desk Analysts, utilizing remote desktop troubleshooting. Take ownership of cases and coordinate support from internal teams as necessary. Escalate unresolved incidents to leadership and ensure follow-through to resolution. Provide after-hours coverage and assist with escalations and call volumes during Team Lead absences. Mentor junior analysts, deliver training, and create advanced knowledge articles. Document case details thoroughly in ServiceNow, including impact and steps taken. Meet and exceed defined KPIs and CSAT scores. Support internal customers 24/7/365 through assigned shift patterns. Maintain business continuity with after-hours and on-call support. Uphold Sysco's Code of Conduct and training objectives. Work independently in a remote environment. What We’re Looking For
Extensive Service Desk experience with advanced ServiceNow ITSM usage. Proven ability to resolve complex technical issues. Fluency in English and French or Swedish is required. Strong communication and interpersonal skills. Advanced troubleshooting, remote support, and mentoring abilities. Comfortable working in high-pressure, escalated environments. Familiarity with VMware Workspace ONE Access or similar tools. Education and Certifications
Demonstrated advanced IT knowledge and experience in a similar role. ITIL v4 or ITSM certification preferred. AWS certifications and Microsoft MCSE are a plus. CompTIA A+ is desirable. Proficient with Microsoft Office 365 tools. If you're passionate about providing exceptional service and ready to make a difference, we want to hear from you! Join us at Sysco and be part of a team that values growth, collaboration, and excellence.