Job Description

Senior Service Desk Analyst (Europe)-
Hybrid - Ashford 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-