Service Desk Analyst; French Speaking

Position: 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 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 Sysco’s 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