Service Desk Analyst

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

Job summary

A leading food service provider is seeking a bilingual Service Desk Analyst to provide level 1 support to internal users. The role involves troubleshooting incidents via phone, portal, and chat, while ensuring high-quality service and documentation. Candidates must be fluent in both English and French, possess strong customer service skills, and have experience with ServiceNow. This position may require participation in after-hours support and aims to create a collaborative team environment while upholding corporate values.

Qualifications

• Fluent in English and French, both spoken and written.
• Experience in Service Desk or similar IT support.
• Knowledge of Microsoft Office365 and network tools.

Responsibilities

• Address and resolve non-major incidents through ServiceNow.
• Deliver professional customer service and support.
• Document case details and ensure quality service metrics.

Skills

Fluent in English

Fluent in French

Customer service skills

Detail-oriented

Technical troubleshooting

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