About the role
Bilingual Service Desk Analyst - French Speaking
UK and Ireland
Sysco is seeking a dedicated and proactive Service Desk Analyst to join our dynamic Service Desk team on a full-time, permanent basis. This position serves as the first point of contact for our internal users, providing level 1 support through various channels including phone, portal, and chat, while managing non-critical escalations.
In this role, you will log, troubleshoot, and resolve incidents or appropriately route them, all while ensuring high-quality service delivery and thorough documentation.
Key Responsibilities:
- Address and resolve non-critical incidents and service requests, logging all activities in ServiceNow
- Provide exceptional customer service and professional support
- Escalate or reassign unresolved incidents to the appropriate teams
- Analyze and troubleshoot hardware/software issues using standard tools and methodologies
- Maintain clear documentation of case details in ServiceNow, including actions taken and customer impact
- Consistently meet or exceed defined performance metrics, including customer satisfaction (CSat) and quality assurance (QA) standards
- Continuously enhance your knowledge of Sysco’s products and services
- Develop and update knowledge articles to facilitate First Call Resolution and self-service options
- Participate in after-hours and on-call rotations to maintain round-the-clock support coverage
- Complete training objectives and embody Sysco’s Mission and Values
