Service Desk Analyst French Speaking

Sysco GB; Belfast; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading food service company in the UK is seeking a Service Desk Analyst who is fluent in both English and French. This full-time role involves providing level 1 IT support to internal users via phone and chat, logging incidents, and maintaining high service quality. Candidates should have experience in a Service Desk environment, strong communication skills, and be detail-oriented. The role supports remote work and requires participation in after-hours rotations to ensure 24/7 support availability.

Qualifications

• Experience in a Service Desk or similar IT support environment.
• Fluency in English and French is required.
• Proven ability to troubleshoot and resolve technical issues.

Responsibilities

• Address and resolve non-major incidents and service requests.
• Deliver excellent customer service and professional support.
• Document case details clearly in ServiceNow.
• Participate in after-hours and on-call rotations.

Skills

Service Desk experience

Customer service communication

Bilingual – English and French

Troubleshooting technical issues

Detail-oriented

Familiarity with ITIL principles

Education

Degree or equivalent experience

ITIL V4 / ITSM certification

AWS and Microsoft MCSE certifications

Tools

ServiceNow

Microsoft Office365

Job description

Service Desk Analyst - French Speaking

UK and Ireland

Sysco are recruiting for a Service Desk Analyst to join the Service Desk team on a full-time permanent basis.

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. You’ll log, troubleshoot and resolve incidents or route them appropriately while maintaining high service quality and documentation.

This is a bilingual position where we are looking for fluent speaking / writing of English and French.

Key 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 Sysco's Mission and Values

Skills and Experience

• 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

At Sysco International everyone is welcome. We don’t want you to fit our culture we want you to help define it and we actively celebrate the unique talents of each and every colleague. We don’t just look at your CV we’re more focused on who you are and your potential. As part of our values we are committed to fostering a diverse and inclusive culture where everyone has a voice is appreciated and has the same opportunities. We work hard to ensure that everyone feels part of our business as we care for one another and connect the world through food and trusted partnerships. Our ultimate goal is to ensure that everyone belongs and thrives at Sysco International and we recognise that Sysco International can only thrive when everyone feels they belong. We do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our resourcing team who will be happy to support you.

Remote Work: Yes

Employment Type: Full-time

Experience: years

Vacancy: 1