Senior Service Desk Analyst (French or Swedish speaking)
21 days ago
Ashford
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. 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, • 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, • 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