Service Desk Analyst - French Speaking

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