Service Desk Analyst

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

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