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Senior Service Desk Analyst (French or Swedish speaking) (EXPIRED)

Where

Cardiff

Type

Permanent

Salary

Annual

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

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