Senior Service Desk Analyst (Bilingual: French or Swedish) - Remote

Overview

The Senior Service Desk Analyst will provide advanced support and mentorship within the Service Desk team, requiring fluency in English and either French or Swedish, while working in a hybrid environment.

In Short

• Join the Service Desk team on a full-time, permanent basis.
• Serve as a senior escalation point for complex incidents.
• Mentor junior analysts and manage after-hours requests.
• Document case details thoroughly in ServiceNow.
• Support internal customers 24/7/365.
• Maintain business continuity through on-call support.
• Uphold Sysco's Code of Conduct.
• Work independently in a remote environment.
• Ensure case ownership and coordinate support.
• Meet and exceed defined KPIs and CSat scores.

Requirements

• Extensive Service Desk experience with ServiceNow.
• Fluent in English and French or Swedish.
• Strong communication and interpersonal skills.
• Advanced troubleshooting and mentoring skills.
• Comfortable in high-pressure environments.
• Familiarity with VMware Workspace ONE Access.
• ITIL v4 or ITSM certification preferred.
• AWS certifications and Microsoft MCSE a plus.
• Proficient with Microsoft Office365 tools.

Benefits

• Diverse and inclusive culture.
• Opportunities for professional development.
• Supportive recruitment process.
• Flexible working environment.
• Team-oriented atmosphere.