Senior Service Desk Analyst

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Company Description

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

Qualifications

Additional Information

At Sysco International everyone is welcome. We don't want you to 'fit our culture' we want you to help define it and we actively celebrate the unique talents of each and every colleague. We don't just look at your CV, we're more focused on who you are and your potential. As part of our values, we are committed to fostering a diverse and inclusive culture where everyone has a voice, is appreciated and has the same opportunities. We work hard to ensure that everyone feels part of our business, as we care for one another and connect the world through food and trusted partnerships. Our ultimate goal is to ensure that everyone belongs and thrives at Sysco International and we recognise that Sysco International can only thrive when everyone feels they belong. We'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our resourcing team who will be happy to support you.