Remote Service Desk Analyst - French & English

Sysco; Newcastle upon Tyne; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading service company is seeking a bilingual Service Desk Analyst in Newcastle upon Tyne. This role involves providing level 1 support to internal users, with a focus on troubleshooting technical issues while maintaining high service quality. Ideal candidates will speak fluent English and French and have experience in IT support. Responsibilities include log and resolve incidents, ensure customer satisfaction, and document all activities clearly. A degree or relevant certifications in ITIL are preferred. This position offers remote working options.

Qualifications

• Fluency in English and French is required.
• Experience in a Service Desk or similar IT support environment.
• Familiarity with ITIL principles.

Responsibilities

• Address and resolve non-major incidents and service requests.
• Deliver excellent customer service and professional support.
• Document case details clearly in ServiceNow.
• Meet/exceed defined performance metrics.

Skills

Customer service

Problem-solving

Bilingual - English and French

Listening skills

Communication skills

Detail-oriented

Education

Degree or equivalent experience

ITIL V4 / ITSM certification

Tools

ServiceNow

Microsoft Office365

Job description

A leading service company is seeking a bilingual Service Desk Analyst in Newcastle upon Tyne. This role involves providing level 1 support to internal users, with a focus on troubleshooting technical issues while maintaining high service quality. Ideal candidates will speak fluent English and French and have experience in IT support. Responsibilities include log and resolve incidents, ensure customer satisfaction, and document all activities clearly. A degree or relevant certifications in ITIL are preferred. This position offers remote working options.