Service Desk Analyst; French Speaking

Position: Service Desk Analyst (French Speaking)
Location: South East London

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.

Youll 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 Service Now 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 Service Now, 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 Syscos Mission and Values Skills and Experience Good experience in a Service Desk or similar IT support environment Experience using Service Now 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 Office
365 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 Office
365