Service Desk Analyst

Sysco; Remote; GBP 30,000 - 40,000; Full time

Job summary

A leading foodservice company in the UK seeks a bilingual Service Desk Analyst fluent in English and French. This role serves as the first point of contact for internal users, providing level 1 support via various channels. Responsibilities include logging, troubleshooting, and resolving incidents with a focus on exceptional customer service and adherence to performance metrics. Candidates should have experience in IT support and familiarity with ServiceNow. This position offers opportunities for remote work and collaboration within a dynamic team.

Qualifications

• Fluent in English and French, required for this bilingual role.
• Experience in a Service Desk or similar IT support environment.
• Knowledge of ITIL principles is a plus.

Responsibilities

• Address and resolve non-major incidents and service requests.
• Log all activity in ServiceNow and document case details.
• Deliver excellent customer service and support.

Skills

Bilingual - English and French

Strong customer service skills

Listening and communication skills

Detail-oriented with solid judgment

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