Social network you want to login/join with:
Senior Service Desk Analyst (French or Swedish speaking), Ashford
Client:
Location:
Ashford, United Kingdom
Job Category:
Other
EU work permit required: Yes
Job Reference:
1cb024b73cf1
Job Views:
8
Posted:
25.08.2025
Expiry Date:
09.10.2025
Job Description:
Sysco is recruiting for a Senior Service Desk Analyst to join the Service Desk team on a full-time, permanent basis.
Reporting to the Senior Team Lead - Service Desk, this role serves as a senior escalation point within the Service Desk. You will provide advanced level 1 and level 2 support, mentor team members, manage after-hours requests, and handle complex incidents professionally.
*This is a bilingual position requiring fluent speaking/writing in English and either/both Swedish and French.*
Key Responsibilities
* Address advanced incidents escalated by Service Desk Analysts, including troubleshooting via remote desktop.
* Ensure case ownership and coordinate support from internal teams.
* Escalate unresolved incidents to leadership and follow through to resolution.
* Provide coverage during after-hours or Team Lead absences, assisting with escalations and call volumes.
* Mentor junior analysts, deliver training, and create knowledge articles.
* Document case details thoroughly in ServiceNow, including impact and steps taken.
* Meet and exceed KPIs and CSat scores.
* Support internal customers 24/7/365 via assigned shift patterns.
* Maintain business continuity through after-hours and on-call support.
* Uphold Sysco's Code of Conduct and training objectives.
* Work independently in a remote environment.
Skills and Experience
* Extensive Service Desk experience with advanced ServiceNow ITSM usage.
* Proven ability to resolve complex technical issues.
* Fluent in English and French or Swedish.
* Strong communication and interpersonal skills.
* Advanced troubleshooting, remote support, and mentoring skills.
* Comfortable working in high-pressure, escalated environments.
* Familiarity with VMware Workspace ONE Access or similar tools.
Education and Certifications
* 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+ desirable.
* Proficient with Microsoft Office365 tools.
Additional Information
At Sysco International, everyone is welcome. We focus on your potential and unique talents. We are committed to diversity and inclusion, ensuring everyone feels valued and has opportunities to thrive. We support applicants with adjustments during the recruitment process. Please contact our resourcing team for assistance.
#J-18808-Ljbffr