[Remote] Service Desk Analyst - French Speaking at Sysco

Belfast, Northern Ireland, United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, FoodserviceIndustries

Requirements

Good experience in a Service Desk or similar IT support environment
Experience using ServiceNow ITSM workflows
Strong customer service, listening, and communication skills
Bilingual - fluent in English and French (speaking/writing 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
Degree or equivalent experience preferred
ITIL V4 / ITSM certification preferred
AWS and Microsoft MCSE certifications are a plus
Proficient in Microsoft Office365

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

Key technologies and capabilities for this role

ServiceNowITSMMicrosoft Office365FrenchEnglishCustomer ServiceTroubleshootingIncident ManagementHardware SupportSoftware Support

Questions & Answers

Common questions about this position

Is this Service Desk Analyst position remote?

Yes, this is a fully remote position.

What languages are required for this role?

Fluency in both English and French is required for speaking and writing.

What key skills and experience are needed for the Service Desk Analyst role?

Candidates need good experience in a Service Desk or IT support environment, experience using ServiceNow ITSM workflows, strong customer service and communication skills, knowledge of Microsoft Office365, and familiarity with ITIL principles.

What is the company culture like at Sysco?

Sysco fosters a diverse and inclusive culture where everyone is welcome, has a voice, is appreciated, and has equal opportunities; they celebrate unique talents, focus on potential over CVs, and aim for everyone to belong and thrive.

What makes a strong candidate for this Service Desk Analyst position?

A strong candidate will be bilingual in English and French, have Service Desk experience with ServiceNow, demonstrate strong customer service skills, and hold preferred certifications like ITIL V4 or Microsoft MCSE.

Sysco

Foodservice distribution for restaurants and healthcare

About Sysco

Sysco Corporation specializes in foodservice distribution, primarily serving restaurants, healthcare facilities, and educational institutions. The company offers a variety of products and services, including food items, kitchen equipment, and marketing support, tailored to meet the specific needs of its clients. Sysco differentiates itself from competitors by providing comprehensive solutions, such as the "Restaurants Rising Toolkit" during the COVID-19 pandemic, which helps restaurants adapt to new dining trends. The goal of Sysco is to make running a restaurant easier and more profitable for its clients.

Houston, TexasHeadquarters

1970Year Founded

IPOCompany Stage

Food & AgricultureIndustries

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Professional Development Budget

Performance Bonus

Risks

Increased competition from tech-driven solutions could impact Sysco's market share.

Reliance on partnerships for technology advancements may pose risks if results are unmet.

Socially responsible investing trends may pressure Sysco to improve ESG standards.

Differentiation

Sysco offers comprehensive B2B solutions, including food products, equipment, and marketing services.

The company provides flexible payment options and waives delivery minimums for scheduled deliveries.

Sysco's 'Restaurants Rising Toolkit' supports restaurants adapting to new dining trends.

Upsides

Sysco can capitalize on the demand for plant-based and alternative protein products.

The rise of ghost kitchens offers Sysco opportunities for specialized supply chain solutions.

Digital transformation in foodservice allows Sysco to enhance service offerings and engagement.

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