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For Companies At a Glance
- Tasks: Provide advanced support and mentor team members in a dynamic Service Desk environment.
- Company: Join Sysco, a leading global foodservice distributor, committed to excellence and innovation.
- Benefits: Enjoy hybrid work options, competitive salary, and opportunities for professional growth.
- Why this job: Be part of a supportive culture that values your skills and offers impactful challenges.
- Qualifications: Fluent in English and either French or Swedish; extensive Service Desk experience required.
- Other info: This role includes after-hours support and the chance to work independently.
The predicted salary is between 36000 - 60000 £ per year.
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
Senior Service Desk Analyst (French or Swedish speaking) employer: Sysco International
Contact Detail:
Sysco International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Analyst (French or Swedish speaking)
✨Tip Number 1
Make sure to highlight your bilingual skills in French or Swedish during any conversations you have with us. Being fluent in these languages is a key requirement for this role, so showcasing your proficiency can set you apart from other candidates.
✨Tip Number 2
Familiarise yourself with ServiceNow ITSM and be prepared to discuss your experience with it. We value candidates who can demonstrate their ability to handle complex incidents using this tool, so having specific examples ready will help you stand out.
✨Tip Number 3
Prepare to talk about your mentoring experience. As a Senior Service Desk Analyst, you'll be expected to guide junior analysts, so sharing your past experiences in training or mentoring can show us that you're the right fit for the role.
✨Tip Number 4
Be ready to discuss how you handle high-pressure situations. This role involves managing escalated incidents, so providing examples of how you've successfully navigated similar challenges in the past will demonstrate your capability to thrive in our fast-paced environment.
We think you need these skills to ace Senior Service Desk Analyst (French or Swedish speaking)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive Service Desk experience and advanced ServiceNow ITSM usage. Emphasise your bilingual skills in English and either French or Swedish, as this is a key requirement for the role.
Craft a Compelling Cover Letter: In your cover letter, explain why you are a great fit for the Senior Service Desk Analyst position. Mention your experience with complex technical issues and your ability to mentor junior analysts, as well as your familiarity with tools like VMware Workspace ONE Access.
Showcase Relevant Skills: Highlight your strong communication and interpersonal skills in your application. Provide examples of how you've successfully resolved complex incidents and maintained high customer satisfaction scores in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Sysco International
✨Showcase Your Bilingual Skills
Since this role requires fluency in English and either French or Swedish, be prepared to demonstrate your language skills during the interview. Practice answering common interview questions in both languages to show your proficiency.
✨Highlight Your Service Desk Experience
Make sure to discuss your extensive experience in Service Desk roles. Provide specific examples of complex incidents you've resolved and how you managed escalations, as this will showcase your capability to handle the responsibilities of the position.
✨Prepare for Technical Questions
Expect technical questions related to troubleshooting and remote support. Brush up on your knowledge of ServiceNow ITSM and any relevant tools like VMware Workspace ONE Access, as well as your advanced IT knowledge to impress the interviewers.
✨Demonstrate Mentoring Abilities
As mentoring junior analysts is a key responsibility, be ready to discuss your mentoring experiences. Share examples of how you've trained others, created knowledge articles, or contributed to team development to highlight your leadership skills.
