Service Desk Analyst

5 days ago

Ashford, United Kingdom Sysco International Full time

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

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