Service Desk Analyst

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

Job summary

A leading food service distributor in the UK is seeking a Service Desk Analyst fluent in English and French. This role acts as the first point of contact for internal users, providing level 1 support via phone, portal, and chat. Responsibilities include logging incidents, troubleshooting issues, and delivering excellent customer service. Candidates should possess strong communication skills and a background in IT support. Relevant experience with ServiceNow and customer service is essential for this position.

Qualifications

• Fluent in English and French, both spoken and written.
• Experience in a Service Desk or similar IT support role.
• Detail-oriented with strong judgment and initiative.

Responsibilities

• Log, troubleshoot, and resolve incidents via various channels.
• Deliver professional support and excellent customer service.
• Document case details in ServiceNow clearly.

Skills

Fluent in English

Fluent in French

Customer service skills

Troubleshooting skills

Communication skills

Education

Degree or equivalent experience

ITIL V4 / ITSM certification

Tools

ServiceNow

Microsoft Office365

Job description

Service Desk Analyst – French Speaking UK and Ireland, reporting to the Team Lead. 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. You'll 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 or 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

Qualifications

• Complete training objectives and uphold Syscos Mission and Values
• This is a bilingual position – fluent speaking/writing of English and French, with 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