Job Description
Service Desk Analyst - French Speaking UK and Ireland
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 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 (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