Senior Service Desk Analyst

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