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
Sep 07, 2025
Full time
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
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
Sep 07, 2025
Full time
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
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
Sep 07, 2025
Full time
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
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
Sep 07, 2025
Full time
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
Job Description Service Desk Analyst Hybrid - Dublin or Limerick Sysco are recruiting for a Service Desk Analyst to join the Service Desk team on a full-time, permanent basis. Reporting to the Team Lead, Service Desk, this role acts as the first point of contact for internal Sysco users, offering level 1 support via phone, portal, chat, and handling non-critical escalations. You'll log, troubleshoot, and resolve incidents or route them appropriately while maintaining high service quality and documentation. 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 and resolve non-major incidents and service requests, logging all activity in ServiceNow Deliver excellent customer service and professional support Escalate or reassign unresolved incidents to appropriate teams Analyse and resolve hardware/software issues using standard tools and methods Document case details clearly in ServiceNow, including steps taken and customer impact Meet/exceed defined performance metrics including CSat and QA standards Continuously build knowledge of company-specific products and services Create/update knowledge articles to support First Call Resolution and self-service Participate in after-hours and on-call rotations to ensure 24/7 support coverage Complete training objectives and uphold Sysco's Mission and Values Skills and Experience Good experience in a Service Desk or similar IT support environment Experience using ServiceNow ITSM workflows Strong customer service, listening, and communication skills Bilingual - English and French or Swedish (required) Detail-oriented with solid judgment and initiative Ability to troubleshoot and resolve technical issues independently Knowledge of Microsoft Office365 and standard network tools Ability to work remotely and as part of a team Familiarity with ITIL principles Education and Certifications Degree or equivalent experience preferred ITIL V4 / ITSM certification preferred AWS and Microsoft MCSE certifications are a plus Proficient in Microsoft Office365
Sep 07, 2025
Full time
Job Description Service Desk Analyst Hybrid - Dublin or Limerick Sysco are recruiting for a Service Desk Analyst to join the Service Desk team on a full-time, permanent basis. Reporting to the Team Lead, Service Desk, this role acts as the first point of contact for internal Sysco users, offering level 1 support via phone, portal, chat, and handling non-critical escalations. You'll log, troubleshoot, and resolve incidents or route them appropriately while maintaining high service quality and documentation. 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 and resolve non-major incidents and service requests, logging all activity in ServiceNow Deliver excellent customer service and professional support Escalate or reassign unresolved incidents to appropriate teams Analyse and resolve hardware/software issues using standard tools and methods Document case details clearly in ServiceNow, including steps taken and customer impact Meet/exceed defined performance metrics including CSat and QA standards Continuously build knowledge of company-specific products and services Create/update knowledge articles to support First Call Resolution and self-service Participate in after-hours and on-call rotations to ensure 24/7 support coverage Complete training objectives and uphold Sysco's Mission and Values Skills and Experience Good experience in a Service Desk or similar IT support environment Experience using ServiceNow ITSM workflows Strong customer service, listening, and communication skills Bilingual - English and French or Swedish (required) Detail-oriented with solid judgment and initiative Ability to troubleshoot and resolve technical issues independently Knowledge of Microsoft Office365 and standard network tools Ability to work remotely and as part of a team Familiarity with ITIL principles Education and Certifications Degree or equivalent experience preferred ITIL V4 / ITSM certification preferred AWS and Microsoft MCSE certifications are a plus Proficient in Microsoft Office365
Job Description Service Desk Analyst Hybrid - Ashford, Belfast or London Sysco are recruiting for a Service Desk Analyst to join the Service Desk team on a full-time, permanent basis. Reporting to the Team Lead, Service Desk, this role acts as the first point of contact for internal Sysco users, offering level 1 support via phone, portal, chat, and handling non-critical escalations. You'll log, troubleshoot, and resolve incidents or route them appropriately while maintaining high service quality and documentation. 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 and resolve non-major incidents and service requests, logging all activity in ServiceNow Deliver excellent customer service and professional support Escalate or reassign unresolved incidents to appropriate teams Analyse and resolve hardware/software issues using standard tools and methods Document case details clearly in ServiceNow, including steps taken and customer impact Meet/exceed defined performance metrics including CSat and QA standards Continuously build knowledge of company-specific products and services Create/update knowledge articles to support First Call Resolution and self-service Participate in after-hours and on-call rotations to ensure 24/7 support coverage Complete training objectives and uphold Sysco's Mission and Values Skills and Experience Good experience in a Service Desk or similar IT support environment Experience using ServiceNow ITSM workflows Strong customer service, listening, and communication skills Bilingual - English and French or Swedish (required) Detail-oriented with solid judgment and initiative Ability to troubleshoot and resolve technical issues independently Knowledge of Microsoft Office365 and standard network tools Ability to work remotely and as part of a team Familiarity with ITIL principles Education and Certifications Degree or equivalent experience preferred ITIL V4 / ITSM certification preferred AWS and Microsoft MCSE certifications are a plus Proficient in Microsoft Office365
Sep 07, 2025
Full time
Job Description Service Desk Analyst Hybrid - Ashford, Belfast or London Sysco are recruiting for a Service Desk Analyst to join the Service Desk team on a full-time, permanent basis. Reporting to the Team Lead, Service Desk, this role acts as the first point of contact for internal Sysco users, offering level 1 support via phone, portal, chat, and handling non-critical escalations. You'll log, troubleshoot, and resolve incidents or route them appropriately while maintaining high service quality and documentation. 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 and resolve non-major incidents and service requests, logging all activity in ServiceNow Deliver excellent customer service and professional support Escalate or reassign unresolved incidents to appropriate teams Analyse and resolve hardware/software issues using standard tools and methods Document case details clearly in ServiceNow, including steps taken and customer impact Meet/exceed defined performance metrics including CSat and QA standards Continuously build knowledge of company-specific products and services Create/update knowledge articles to support First Call Resolution and self-service Participate in after-hours and on-call rotations to ensure 24/7 support coverage Complete training objectives and uphold Sysco's Mission and Values Skills and Experience Good experience in a Service Desk or similar IT support environment Experience using ServiceNow ITSM workflows Strong customer service, listening, and communication skills Bilingual - English and French or Swedish (required) Detail-oriented with solid judgment and initiative Ability to troubleshoot and resolve technical issues independently Knowledge of Microsoft Office365 and standard network tools Ability to work remotely and as part of a team Familiarity with ITIL principles Education and Certifications Degree or equivalent experience preferred ITIL V4 / ITSM certification preferred AWS and Microsoft MCSE certifications are a plus Proficient in Microsoft Office365
Job Description Team Lead, Service Desk (Europe) Hybrid - Ashford, Belfast or London Sysco are recruiting for a Team Lead, Service Desk to join the Service Desk function within the Information Technology team on a full-time, permanent basis. Reporting to the Manager, Service Desk, this role provides leadership to a team of Level 0/1 Service Desk Associates. You will oversee daily operations, performance adherence, training, metric reporting, and serve as a liaison for special projects and escalations. This position is critical to delivering excellent customer support and continual service improvement. This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French Key Responsibilities Lead daily operations of the Service Desk team, ensuring schedule adherence, service metrics, and individual performance are maintained Analyse team performance to identify areas for coaching, improvement, and training Mentor team members on career development plans, diversity and inclusion, and annual goal attainment Conduct call audits and ticket reviews to maintain quality standards Act as a customer liaison to resolve escalated issues Participate in and lead training sessions for new hires and existing team members Collaborate with other functional leads on process development and knowledge management Act as escalation point for unresolved incidents and interdepartmental conflicts Lead post-incident critiques to drive continuous improvement Work closely with Business Technology teams to identify L1-resolvable issues and enhance support readiness Assist with special projects as assigned Skills and Experience Extensive experience in a Service Desk or similar support environment Proven leadership, negotiation, and conflict resolution skills Exceptional customer support and interpersonal skills Excellent verbal and written communication; superior phone etiquette Bilingual - English and Swedish/French Strong initiative, attention to detail, and judgment Ability to multi-task and participate in flexible schedules/on-call rotations Deep knowledge of enterprise hardware/software, Microsoft Office, Active Directory, JIRA, and network tools Advanced troubleshooting skills and professional team collaboration Education and Certifications Degree or equivalent experience preferred IT Service Management (ITSMv3) certification preferred Microsoft Certified Systems Engineer (MCSE) certification is a plus
Sep 07, 2025
Full time
Job Description Team Lead, Service Desk (Europe) Hybrid - Ashford, Belfast or London Sysco are recruiting for a Team Lead, Service Desk to join the Service Desk function within the Information Technology team on a full-time, permanent basis. Reporting to the Manager, Service Desk, this role provides leadership to a team of Level 0/1 Service Desk Associates. You will oversee daily operations, performance adherence, training, metric reporting, and serve as a liaison for special projects and escalations. This position is critical to delivering excellent customer support and continual service improvement. This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French Key Responsibilities Lead daily operations of the Service Desk team, ensuring schedule adherence, service metrics, and individual performance are maintained Analyse team performance to identify areas for coaching, improvement, and training Mentor team members on career development plans, diversity and inclusion, and annual goal attainment Conduct call audits and ticket reviews to maintain quality standards Act as a customer liaison to resolve escalated issues Participate in and lead training sessions for new hires and existing team members Collaborate with other functional leads on process development and knowledge management Act as escalation point for unresolved incidents and interdepartmental conflicts Lead post-incident critiques to drive continuous improvement Work closely with Business Technology teams to identify L1-resolvable issues and enhance support readiness Assist with special projects as assigned Skills and Experience Extensive experience in a Service Desk or similar support environment Proven leadership, negotiation, and conflict resolution skills Exceptional customer support and interpersonal skills Excellent verbal and written communication; superior phone etiquette Bilingual - English and Swedish/French Strong initiative, attention to detail, and judgment Ability to multi-task and participate in flexible schedules/on-call rotations Deep knowledge of enterprise hardware/software, Microsoft Office, Active Directory, JIRA, and network tools Advanced troubleshooting skills and professional team collaboration Education and Certifications Degree or equivalent experience preferred IT Service Management (ITSMv3) certification preferred Microsoft Certified Systems Engineer (MCSE) certification is a plus
Job Description Service Desk Analyst Hybrid - Ashford, Belfast or London Sysco are recruiting for a Service Desk Analyst to join the Service Desk team on a full-time, permanent basis. Reporting to the Team Lead, Service Desk, this role acts as the first point of contact for internal Sysco users, offering level 1 support via phone, portal, chat, and handling non-critical escalations. You'll log, troubleshoot, and resolve incidents or route them appropriately while maintaining high service quality and documentation. 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 and resolve non-major incidents and service requests, logging all activity in ServiceNow Deliver excellent customer service and professional support Escalate or reassign unresolved incidents to appropriate teams Analyse and resolve hardware/software issues using standard tools and methods Document case details clearly in ServiceNow, including steps taken and customer impact Meet/exceed defined performance metrics including CSat and QA standards Continuously build knowledge of company-specific products and services Create/update knowledge articles to support First Call Resolution and self-service Participate in after-hours and on-call rotations to ensure 24/7 support coverage Complete training objectives and uphold Sysco's Mission and Values Skills and Experience Good experience in a Service Desk or similar IT support environment Experience using ServiceNow ITSM workflows Strong customer service, listening, and communication skills Bilingual - English and French or Swedish (required) Detail-oriented with solid judgment and initiative Ability to troubleshoot and resolve technical issues independently Knowledge of Microsoft Office365 and standard network tools Ability to work remotely and as part of a team Familiarity with ITIL principles Education and Certifications Degree or equivalent experience preferred ITIL V4 / ITSM certification preferred AWS and Microsoft MCSE certifications are a plus Proficient in Microsoft Office365
Sep 07, 2025
Full time
Job Description Service Desk Analyst Hybrid - Ashford, Belfast or London Sysco are recruiting for a Service Desk Analyst to join the Service Desk team on a full-time, permanent basis. Reporting to the Team Lead, Service Desk, this role acts as the first point of contact for internal Sysco users, offering level 1 support via phone, portal, chat, and handling non-critical escalations. You'll log, troubleshoot, and resolve incidents or route them appropriately while maintaining high service quality and documentation. 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 and resolve non-major incidents and service requests, logging all activity in ServiceNow Deliver excellent customer service and professional support Escalate or reassign unresolved incidents to appropriate teams Analyse and resolve hardware/software issues using standard tools and methods Document case details clearly in ServiceNow, including steps taken and customer impact Meet/exceed defined performance metrics including CSat and QA standards Continuously build knowledge of company-specific products and services Create/update knowledge articles to support First Call Resolution and self-service Participate in after-hours and on-call rotations to ensure 24/7 support coverage Complete training objectives and uphold Sysco's Mission and Values Skills and Experience Good experience in a Service Desk or similar IT support environment Experience using ServiceNow ITSM workflows Strong customer service, listening, and communication skills Bilingual - English and French or Swedish (required) Detail-oriented with solid judgment and initiative Ability to troubleshoot and resolve technical issues independently Knowledge of Microsoft Office365 and standard network tools Ability to work remotely and as part of a team Familiarity with ITIL principles Education and Certifications Degree or equivalent experience preferred ITIL V4 / ITSM certification preferred AWS and Microsoft MCSE certifications are a plus Proficient in Microsoft Office365
Job Description Team Lead, Service Desk (Europe) Hybrid - Ashford or London Sysco are recruiting for a Team Lead, Service Desk to join the Service Desk function within the Information Technology team on a full-time, permanent basis. Reporting to the Manager, Service Desk, this role provides leadership to a team of Level 0/1 Service Desk Associates. You will oversee daily operations, performance adherence, training, metric reporting, and serve as a liaison for special projects and escalations. This position is critical to delivering excellent customer support and continual service improvement. This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French Key Responsibilities Lead daily operations of the Service Desk team, ensuring schedule adherence, service metrics, and individual performance are maintained Analyse team performance to identify areas for coaching, improvement, and training Mentor team members on career development plans, diversity and inclusion, and annual goal attainment Conduct call audits and ticket reviews to maintain quality standards Act as a customer liaison to resolve escalated issues Participate in and lead training sessions for new hires and existing team members Collaborate with other functional leads on process development and knowledge management Act as escalation point for unresolved incidents and interdepartmental conflicts Lead post-incident critiques to drive continuous improvement Work closely with Business Technology teams to identify L1-resolvable issues and enhance support readiness Assist with special projects as assigned Skills and Experience Extensive experience in a Service Desk or similar support environment Proven leadership, negotiation, and conflict resolution skills Exceptional customer support and interpersonal skills Excellent verbal and written communication; superior phone etiquette Bilingual - English and Swedish/French Strong initiative, attention to detail, and judgment Ability to multi-task and participate in flexible schedules/on-call rotations Deep knowledge of enterprise hardware/software, Microsoft Office, Active Directory, JIRA, and network tools Advanced troubleshooting skills and professional team collaboration Education and Certifications Degree or equivalent experience preferred IT Service Management (ITSMv3) certification preferred Microsoft Certified Systems Engineer (MCSE) certification is a plus
Sep 07, 2025
Full time
Job Description Team Lead, Service Desk (Europe) Hybrid - Ashford or London Sysco are recruiting for a Team Lead, Service Desk to join the Service Desk function within the Information Technology team on a full-time, permanent basis. Reporting to the Manager, Service Desk, this role provides leadership to a team of Level 0/1 Service Desk Associates. You will oversee daily operations, performance adherence, training, metric reporting, and serve as a liaison for special projects and escalations. This position is critical to delivering excellent customer support and continual service improvement. This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French Key Responsibilities Lead daily operations of the Service Desk team, ensuring schedule adherence, service metrics, and individual performance are maintained Analyse team performance to identify areas for coaching, improvement, and training Mentor team members on career development plans, diversity and inclusion, and annual goal attainment Conduct call audits and ticket reviews to maintain quality standards Act as a customer liaison to resolve escalated issues Participate in and lead training sessions for new hires and existing team members Collaborate with other functional leads on process development and knowledge management Act as escalation point for unresolved incidents and interdepartmental conflicts Lead post-incident critiques to drive continuous improvement Work closely with Business Technology teams to identify L1-resolvable issues and enhance support readiness Assist with special projects as assigned Skills and Experience Extensive experience in a Service Desk or similar support environment Proven leadership, negotiation, and conflict resolution skills Exceptional customer support and interpersonal skills Excellent verbal and written communication; superior phone etiquette Bilingual - English and Swedish/French Strong initiative, attention to detail, and judgment Ability to multi-task and participate in flexible schedules/on-call rotations Deep knowledge of enterprise hardware/software, Microsoft Office, Active Directory, JIRA, and network tools Advanced troubleshooting skills and professional team collaboration Education and Certifications Degree or equivalent experience preferred IT Service Management (ITSMv3) certification preferred Microsoft Certified Systems Engineer (MCSE) certification is a plus
Job Description Like Brakes, 'Sysco International' is part of the wider Sysco family and due to our journey through a significant period of transformation and growth we now have an exciting new opportunity for 'Finance Analyst' to join the International Finance Reporting team on a full-time, permanent basis. Reporting to the Senior Manager Financial Reporting, this role will business partner with Technology colleagues across Europe; reviewing business cases, CAPEX and OPEX spend of projects to ensure these are accounted for correctly and consistently across the businesses whilst owning the reporting of European Technology projects, from managing the costs of the project and ensuring they are in the correct entity to supporting on business decisions based on the accounting of European Technology projects. This role is pivotal in ensuring the European Technology Transformation is delivered on time and correctly reported The role will also business partner with International FP&A to ensure actual spend is recorded in line with business cases and assist in understanding variances where necessary. You can expect to implement and run the process for technology recharges across the European markets, ensuring alignment with tax, reporting and FP&A requirements. This is a hybrid working opportunity, there will be a requirement to work at the Brakes office Located in Ashford, Kent once per week for team collaboration, so the successful candidate must be in a commutable distance and be flexible with occasional travel. Key Responsibilities and accountabilities: Manage several European Technology projects, from reviewing the accounting of multiple projects and multiple stakeholders to ensuring the costs are correctly treated at month end within the month end timeline. Manage processing of actual spend ensuring classification (CI/capex/opex) is in line with accounting assessment; responsible for managing accruals, prepayments and raising Pos for the projects. Business partner with Int'l FP&A to ensure actual spend is recorded in line with business cases and assist with understanding variances where necessary. Define and implement the process for managing the recharges across the European markets; ensure aligned with Tax, reporting and FP&A requirements Review third party contracts for cloud-based software and prepare documentation on the assessment of the accounting treatment prior to business case approval. Identify areas for improvement to enable streamlined processes, create efficiencies and increase insights; create project plans and execute within agreed timelines. Business partner with European Technology leaders to ensure their projects are correctly accounted for, within the accounting standard requirements and tax requirements. To be successful: We're looking for an individual who is ACA / ACCA / CIMA qualified, or a finalist, with strong Excel modelling skills with experience creating, from scratch, user-friendly templates and processes that facilitate meaningful reporting, analysis and forecasting. Preferably working at a Management Accountant level, with in-industry background and a comprehensive understanding of core finance accounting. This role will involve data and number processing, reviewing accounting standards and ensure assets are correctly positioned. A Strong communicator able to present information to both finance and non-finance stakeholders with the ability to build effective stakeholder relationships is essential. Excellent attention to detail a pro-active work approach are important. What's in it for you: A competitive salary + annual car/travel allowance of £5500 Early Access to Your Earnings: Use our dedicated Wage Stream app to access your earned salary whenever you need it, helping you manage your finances with ease and confidence. Flexible Time Off: 25 days annual leave + bank holidays & Hybrid working contract Comprehensive Wellbeing & Health Support: Benefit from our Employee Assistance Programme, offering confidential mental health support, 24/7 GP appointments, physiotherapy, flu vaccinations, eye tests and a wide range of health services for you and your family. Competitive Pension Scheme: Secure your future with our robust pension plan designed to help you plan long term. Life Assurance: Peace of mind with life assurance coverage designed to protect you and your loved ones. Exclusive Discounts: Enjoy access to Sysco Perks, where you'll find discounts on everything from gym memberships to your weekly grocery shop. Special Sysco Product Discounts: Get the chance to purchase our food products at significantly reduced prices. Free Mortgage Advice: Navigate the property market with confidence thanks to complimentary expert mortgage guidance. Enhanced Family-Friendly Leave: Our policies support you through important life moments, offering greater flexibility and care for you and your family.
Sep 07, 2025
Full time
Job Description Like Brakes, 'Sysco International' is part of the wider Sysco family and due to our journey through a significant period of transformation and growth we now have an exciting new opportunity for 'Finance Analyst' to join the International Finance Reporting team on a full-time, permanent basis. Reporting to the Senior Manager Financial Reporting, this role will business partner with Technology colleagues across Europe; reviewing business cases, CAPEX and OPEX spend of projects to ensure these are accounted for correctly and consistently across the businesses whilst owning the reporting of European Technology projects, from managing the costs of the project and ensuring they are in the correct entity to supporting on business decisions based on the accounting of European Technology projects. This role is pivotal in ensuring the European Technology Transformation is delivered on time and correctly reported The role will also business partner with International FP&A to ensure actual spend is recorded in line with business cases and assist in understanding variances where necessary. You can expect to implement and run the process for technology recharges across the European markets, ensuring alignment with tax, reporting and FP&A requirements. This is a hybrid working opportunity, there will be a requirement to work at the Brakes office Located in Ashford, Kent once per week for team collaboration, so the successful candidate must be in a commutable distance and be flexible with occasional travel. Key Responsibilities and accountabilities: Manage several European Technology projects, from reviewing the accounting of multiple projects and multiple stakeholders to ensuring the costs are correctly treated at month end within the month end timeline. Manage processing of actual spend ensuring classification (CI/capex/opex) is in line with accounting assessment; responsible for managing accruals, prepayments and raising Pos for the projects. Business partner with Int'l FP&A to ensure actual spend is recorded in line with business cases and assist with understanding variances where necessary. Define and implement the process for managing the recharges across the European markets; ensure aligned with Tax, reporting and FP&A requirements Review third party contracts for cloud-based software and prepare documentation on the assessment of the accounting treatment prior to business case approval. Identify areas for improvement to enable streamlined processes, create efficiencies and increase insights; create project plans and execute within agreed timelines. Business partner with European Technology leaders to ensure their projects are correctly accounted for, within the accounting standard requirements and tax requirements. To be successful: We're looking for an individual who is ACA / ACCA / CIMA qualified, or a finalist, with strong Excel modelling skills with experience creating, from scratch, user-friendly templates and processes that facilitate meaningful reporting, analysis and forecasting. Preferably working at a Management Accountant level, with in-industry background and a comprehensive understanding of core finance accounting. This role will involve data and number processing, reviewing accounting standards and ensure assets are correctly positioned. A Strong communicator able to present information to both finance and non-finance stakeholders with the ability to build effective stakeholder relationships is essential. Excellent attention to detail a pro-active work approach are important. What's in it for you: A competitive salary + annual car/travel allowance of £5500 Early Access to Your Earnings: Use our dedicated Wage Stream app to access your earned salary whenever you need it, helping you manage your finances with ease and confidence. Flexible Time Off: 25 days annual leave + bank holidays & Hybrid working contract Comprehensive Wellbeing & Health Support: Benefit from our Employee Assistance Programme, offering confidential mental health support, 24/7 GP appointments, physiotherapy, flu vaccinations, eye tests and a wide range of health services for you and your family. Competitive Pension Scheme: Secure your future with our robust pension plan designed to help you plan long term. Life Assurance: Peace of mind with life assurance coverage designed to protect you and your loved ones. Exclusive Discounts: Enjoy access to Sysco Perks, where you'll find discounts on everything from gym memberships to your weekly grocery shop. Special Sysco Product Discounts: Get the chance to purchase our food products at significantly reduced prices. Free Mortgage Advice: Navigate the property market with confidence thanks to complimentary expert mortgage guidance. Enhanced Family-Friendly Leave: Our policies support you through important life moments, offering greater flexibility and care for you and your family.
Job Description Team Lead, Service Desk (Europe) Hybrid - Ashford, Belfast or London Sysco are recruiting for a Team Lead, Service Desk to join the Service Desk function within the Information Technology team on a full-time, permanent basis. Reporting to the Manager, Service Desk, this role provides leadership to a team of Level 0/1 Service Desk Associates. You will oversee daily operations, performance adherence, training, metric reporting, and serve as a liaison for special projects and escalations. This position is critical to delivering excellent customer support and continual service improvement. This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French Key Responsibilities Lead daily operations of the Service Desk team, ensuring schedule adherence, service metrics, and individual performance are maintained Analyse team performance to identify areas for coaching, improvement, and training Mentor team members on career development plans, diversity and inclusion, and annual goal attainment Conduct call audits and ticket reviews to maintain quality standards Act as a customer liaison to resolve escalated issues Participate in and lead training sessions for new hires and existing team members Collaborate with other functional leads on process development and knowledge management Act as escalation point for unresolved incidents and interdepartmental conflicts Lead post-incident critiques to drive continuous improvement Work closely with Business Technology teams to identify L1-resolvable issues and enhance support readiness Assist with special projects as assigned Skills and Experience Extensive experience in a Service Desk or similar support environment Proven leadership, negotiation, and conflict resolution skills Exceptional customer support and interpersonal skills Excellent verbal and written communication; superior phone etiquette Bilingual - English and Swedish/French Strong initiative, attention to detail, and judgment Ability to multi-task and participate in flexible schedules/on-call rotations Deep knowledge of enterprise hardware/software, Microsoft Office, Active Directory, JIRA, and network tools Advanced troubleshooting skills and professional team collaboration Education and Certifications Degree or equivalent experience preferred IT Service Management (ITSMv3) certification preferred Microsoft Certified Systems Engineer (MCSE) certification is a plus
Sep 07, 2025
Full time
Job Description Team Lead, Service Desk (Europe) Hybrid - Ashford, Belfast or London Sysco are recruiting for a Team Lead, Service Desk to join the Service Desk function within the Information Technology team on a full-time, permanent basis. Reporting to the Manager, Service Desk, this role provides leadership to a team of Level 0/1 Service Desk Associates. You will oversee daily operations, performance adherence, training, metric reporting, and serve as a liaison for special projects and escalations. This position is critical to delivering excellent customer support and continual service improvement. This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French Key Responsibilities Lead daily operations of the Service Desk team, ensuring schedule adherence, service metrics, and individual performance are maintained Analyse team performance to identify areas for coaching, improvement, and training Mentor team members on career development plans, diversity and inclusion, and annual goal attainment Conduct call audits and ticket reviews to maintain quality standards Act as a customer liaison to resolve escalated issues Participate in and lead training sessions for new hires and existing team members Collaborate with other functional leads on process development and knowledge management Act as escalation point for unresolved incidents and interdepartmental conflicts Lead post-incident critiques to drive continuous improvement Work closely with Business Technology teams to identify L1-resolvable issues and enhance support readiness Assist with special projects as assigned Skills and Experience Extensive experience in a Service Desk or similar support environment Proven leadership, negotiation, and conflict resolution skills Exceptional customer support and interpersonal skills Excellent verbal and written communication; superior phone etiquette Bilingual - English and Swedish/French Strong initiative, attention to detail, and judgment Ability to multi-task and participate in flexible schedules/on-call rotations Deep knowledge of enterprise hardware/software, Microsoft Office, Active Directory, JIRA, and network tools Advanced troubleshooting skills and professional team collaboration Education and Certifications Degree or equivalent experience preferred IT Service Management (ITSMv3) certification preferred Microsoft Certified Systems Engineer (MCSE) certification is a plus
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
Sep 07, 2025
Full time
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
Job Description Service Desk Analyst Hybrid - Ashford, Belfast or London Sysco are recruiting for a Service Desk Analyst to join the Service Desk team on a full-time, permanent basis. Reporting to the Team Lead, Service Desk, this role acts as the first point of contact for internal Sysco users, offering level 1 support via phone, portal, chat, and handling non-critical escalations. You'll log, troubleshoot, and resolve incidents or route them appropriately while maintaining high service quality and documentation. 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 and resolve non-major incidents and service requests, logging all activity in ServiceNow Deliver excellent customer service and professional support Escalate or reassign unresolved incidents to appropriate teams Analyse and resolve hardware/software issues using standard tools and methods Document case details clearly in ServiceNow, including steps taken and customer impact Meet/exceed defined performance metrics including CSat and QA standards Continuously build knowledge of company-specific products and services Create/update knowledge articles to support First Call Resolution and self-service Participate in after-hours and on-call rotations to ensure 24/7 support coverage Complete training objectives and uphold Sysco's Mission and Values Skills and Experience Good experience in a Service Desk or similar IT support environment Experience using ServiceNow ITSM workflows Strong customer service, listening, and communication skills Bilingual - English and French or Swedish (required) Detail-oriented with solid judgment and initiative Ability to troubleshoot and resolve technical issues independently Knowledge of Microsoft Office365 and standard network tools Ability to work remotely and as part of a team Familiarity with ITIL principles Education and Certifications Degree or equivalent experience preferred ITIL V4 / ITSM certification preferred AWS and Microsoft MCSE certifications are a plus Proficient in Microsoft Office365
Sep 07, 2025
Full time
Job Description Service Desk Analyst Hybrid - Ashford, Belfast or London Sysco are recruiting for a Service Desk Analyst to join the Service Desk team on a full-time, permanent basis. Reporting to the Team Lead, Service Desk, this role acts as the first point of contact for internal Sysco users, offering level 1 support via phone, portal, chat, and handling non-critical escalations. You'll log, troubleshoot, and resolve incidents or route them appropriately while maintaining high service quality and documentation. 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 and resolve non-major incidents and service requests, logging all activity in ServiceNow Deliver excellent customer service and professional support Escalate or reassign unresolved incidents to appropriate teams Analyse and resolve hardware/software issues using standard tools and methods Document case details clearly in ServiceNow, including steps taken and customer impact Meet/exceed defined performance metrics including CSat and QA standards Continuously build knowledge of company-specific products and services Create/update knowledge articles to support First Call Resolution and self-service Participate in after-hours and on-call rotations to ensure 24/7 support coverage Complete training objectives and uphold Sysco's Mission and Values Skills and Experience Good experience in a Service Desk or similar IT support environment Experience using ServiceNow ITSM workflows Strong customer service, listening, and communication skills Bilingual - English and French or Swedish (required) Detail-oriented with solid judgment and initiative Ability to troubleshoot and resolve technical issues independently Knowledge of Microsoft Office365 and standard network tools Ability to work remotely and as part of a team Familiarity with ITIL principles Education and Certifications Degree or equivalent experience preferred ITIL V4 / ITSM certification preferred AWS and Microsoft MCSE certifications are a plus Proficient in Microsoft Office365