Senior Service Desk Analyst (French or Swedish speaking)

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