Service Desk Analyst – French Speaking UK and Ireland, reporting to the Team Lead. 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. Youll log, troubleshoot and resolve incidents or route them appropriately while maintaining high service quality and documentation.
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 or 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
Qualifications
* Complete training objectives and uphold Syscos Mission and Values
* This is a bilingual position – fluent speaking/writing of English and French, with 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
J-18808-Ljbffr