Service Desk Analyst

Sysco; Bath; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading service provider in the UK is seeking a bilingual Service Desk Analyst fluent in English and French. This role involves first contact support for internal users, managing incidents through logging and troubleshooting via various channels. The ideal candidate will have experience in a service desk environment, strong customer service skills, and a solid understanding of technical troubleshooting. Certifications in ITIL and knowledge of Microsoft Office 365 are preferred, ensuring great support quality.

Qualifications

• Bilingual - fluent in English and French required.
• Experience in a Service Desk or similar IT support environment.
• Knowledge of ITIL principles.

Responsibilities

• Address and resolve non-major incidents and service requests.
• Deliver excellent customer service and support.
• Document case details clearly in ServiceNow.

Skills

Fluent in English

Fluent in French

Customer Service Skills

Troubleshooting Technical Issues

Detail-Oriented

Education

Degree or equivalent experience

ITIL V4 / ITSM certification

Tools

ServiceNow

Microsoft Office365

Job description

Overview

Service Desk Analyst - French Speaking UK and Ireland, 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.

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 Syscos Mission and Values
• This is a bilingual position where we are looking for fluent speaking/writing of English and French, 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