Service Desk Analyst - French Speaking

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