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