Senior Service Desk Analyst

Sysco GB; London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading foodservice company based in London is seeking a Senior Service Desk Analyst. This full-time role involves providing advanced technical support, mentoring junior team members, and managing complex incidents. Fluency in English and either French or Swedish is required. The candidate should have extensive Service Desk experience and familiarity with ITSM tools. The position supports internal customers and must maintain business continuity in a hybrid work environment.

Benefits

Diverse and inclusive work culture

Support for application adjustments

Qualifications

• Demonstrated advanced IT knowledge and experience in a similar role.
• Extensive experience resolving complex technical issues.

Responsibilities

• Provide advanced level 1 and level 2 support.
• Mentor junior analysts and create knowledge articles.
• Manage after-hours requests and complex incidents.

Skills

Service Desk experience

Communication skills

Troubleshooting skills

Mentoring skills

Fluency in English and French or Swedish

Education

ITIL v4 or ITSM certification

AWS certifications

Microsoft MCSE

CompTIA A+

Tools

ServiceNow

Microsoft Office365

VMware Workspace ONE Access

Job description

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Company Description

Job Description

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

Sysco is recruiting 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 acts as a senior escalation point within the Service Desk. You will provide advanced level 1 and level 2 support, mentor team members, manage after-hours requests, and handle complex incidents professionally.

*This is a bilingual position requiring fluent speaking and writing in English and either/both Swedish and French.*

Key Responsibilities

• Address 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 leadership and follow through to resolution
• Provide after-hours coverage during absences and escalations, assisting with call volumes
• Mentor junior analysts, deliver training, and create knowledge articles
• Document case details thoroughly in ServiceNow, including impact and steps taken
• Meet and exceed KPIs and CSat scores
• Support internal customers 24/7/365 based on 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 skills
• Proven ability to resolve complex technical issues
• Fluent in English and French or Swedish
• 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 are a plus
• CompTIA A+ desirable
• Proficient with Microsoft Office365 tools

Additional Information

At Sysco International, everyone is welcome. We focus on your potential and unique talents rather than just your CV. We are committed to fostering a diverse and inclusive culture where everyone has a voice and equal opportunities. We support you during your application and are happy to accommodate any adjustments needed in our recruitment process.