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 make a significant impact while working in a supportive and innovative environment!
In this role, you will be the go-to expert, providing advanced level 1 and level 2 support. You’ll mentor team members, manage after-hours requests, and tackle complex incidents with professionalism and expertise. Note: This is a bilingual position, requiring fluency in English and either Swedish or French.
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 teams and ensure follow-through to resolution.
* Provide coverage during after-hours or Team Lead absences, managing escalations and call volumes.
* Mentor junior analysts, deliver training, and create comprehensive knowledge articles.
* Document case details thoroughly in ServiceNow, including impact and steps taken.
* Meet and exceed defined KPIs and customer satisfaction 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.
Skills and Experience
* Extensive Service Desk experience with advanced ServiceNow ITSM usage.
* Proven ability to resolve complex technical issues effectively.
* 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+ certification is desirable.
* Proficient with Microsoft Office 365 tools.
If you're passionate about technology 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.