Job Description Senior Service Desk Analyst (Europe) Hybrid - Ashford, Belfast or LondonSysco 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 ..... full job details .....