Job Description
Senior Service Desk Analyst (Europe)
Hybrid - Ashford, Belfast or London
Sysco are 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, including mentoring team members, managing after-hours requests, and handling complex incidents with a high level of professionalism.
*This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French*
Key Responsibilities
* Address advanced and complex incidents escalated by Service Desk Analysts, including troubleshooting via remote desktop
* Ensure case ownership and coordinate support from internal teams as needed
* Escalate unresolved incidents to appropriate leadership teams 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 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 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 (required)
* 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
* Demonstrated advanced IT knowledge and experience in a similar role
* ITIL v4 or ITSM certification preferred
* AWS certifications and Microsoft MCSE a plus
* CompTIA A+ desirable
* Proficient with Microsoft Office365 tools