Senior Service Desk Analyst

Sysco GB; Ashford; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading food distribution company is seeking a Senior Service Desk Analyst to join their Service Desk team in Ashford or London. The role requires extensive Service Desk experience and bilingual skills in English and either French or Swedish. Responsibilities include resolving complex incidents, mentoring junior staff, and providing 24/7 support. This full-time role offers hybrid work options and a commitment to an inclusive culture.

Qualifications

• Extensive Service Desk experience, including advanced ServiceNow ITSM usage.
• Fluent in English and French or Swedish, strong communication skills.
• Ability to work independently in a remote environment.

Responsibilities

• Address advanced incidents escalated by Service Desk Analysts.
• Mentor junior analysts and create advanced knowledge articles.
• Support internal customers 24/7/365 via assigned shift patterns.

Skills

Service Desk experience

Fluent in English

Fluent in French or Swedish

Communication skills

Troubleshooting skills

Mentoring skills

Experience with VMware Workspace ONE Access

Education

ITIL v4 or ITSM certification

AWS certifications

Microsoft MCSE

CompTIA A+

Tools

ServiceNow ITSM

Microsoft Office365

Job description

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Company Description

Job Description

Senior Service Desk Analyst (Europe)
Hybrid - Ashford or London

Sysco is 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 requiring fluent speaking and writing in English and either/both 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

Additional Information

At Sysco International, everyone is welcome. We don't want you to 'fit our culture'; we want you to help define it. We actively celebrate the unique talents of each colleague. We focus on who you are and your potential, not just your CV. We are committed to fostering a diverse and inclusive culture where everyone has a voice, is appreciated, and has equal opportunities. We work hard to ensure everyone feels part of our business, as we care for one another and connect the world through food and trusted partnerships. Our goal is for everyone to belong and thrive at Sysco International. We support you during your application process and are happy to accommodate any adjustments needed—please speak to our resourcing team for assistance.