Senior Service Desk Analyst (French or Swedish speaking)

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Client:Location: Lisburn, United KingdomJob Category: OtherEU work permit required: YesJob Reference: c0d856a755e4Job Views: 6Posted: 25.08.2025Expiry Date: 09.10.2025Job Description:

Senior Service Desk Analyst (Europe)Sysco is recruiting for a Senior Service Desk Analyst to join the Service Desk team on a full-time, permanent basis.This role reports to the Senior Team Lead - Service Desk and 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.Key Responsibilities:Address complex incidents escalated by Service Desk Analysts, including troubleshooting via remote desktop.Ensure case ownership and coordinate support from internal teams.Escalate unresolved incidents to leadership and follow through to resolution.Provide after-hours coverage, assisting with escalations and call volumes.Mentor junior analysts, deliver training, and create knowledge articles.Document case details thoroughly in ServiceNow.Meet and exceed KPIs and CSat scores.Support internal customers 24/7/365 during assigned shifts.Maintain business continuity through after-hours support.Uphold Sysco''s Code of Conduct and training objectives.Work independently in a remote environment.Skills and Experience:Extensive Service Desk experience, 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 environments.Familiarity with VMware Workspace ONE Access or similar tools.Education and Certifications:Advanced IT knowledge and experience in similar roles.ITIL v4 or ITSM certification preferred.AWS certifications and Microsoft MCSE are a plus.CompTIA A+ desirable.Proficient with Microsoft Office365 tools.Additional information indicates Sysco values diversity, inclusion, and supports candidates needing adjustments during the recruitment ..... full job details .....