Service Desk Quality Analyst - French Speaking at Sysco

Ashford, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, Foodservice DistributionIndustries

Requirements

Demonstrated experience in a Service Desk or Technology environment as a subject matter expert in quality assurance, performance analytics, and service improvement
Strong understanding of Service Desk operations, KPIs, and performance drivers
Experience using ServiceNow reporting and analytics tools
Strong analytical capability
Excellent communication skills
Ability to partner effectively with operational leaders and technical teams
Experience generating operational reports and identifying performance trends
Experience contributing to coaching discussions
Experience supporting multiple ongoing initiatives
Experience in managing or supporting quality programmes, data analysis, reporting development, and operational performance oversight
French speaking

Responsibilities

Execute and continuously improve the Quality Management programme, ensuring Service Desk standards are met and aligned to Sysco operational requirements
Conduct quality assurance audits across tickets, calls, and processes, identifying performance trends, coaching needs, and opportunities for improvement
Oversee the development and maintenance of ServiceNow reporting, dashboards, and KPIs, ensuring accurate performance analytics for operational and leadership visibility
Manage ad-hoc audits and quality assessments to support the introduction of new processes, policies, and technology changes
Act as the functional point of contact for specialised QA monitoring, reporting, and mentoring—particularly for at-risk associates
Support operational performance through oversight of escalations, case ageing, routing, and total ticket ownership, ensuring service quality is maintained
Collaborate with Team Leads and cross-functional stakeholders to ensure quality activities integrate with wider service improvement initiatives and technology workflows
Produce weekly, monthly, quarterly, and annual performance reports, ensuring meaningful insights are delivered to leadership teams for decision-making
Contribute to continuous improvement by identifying opportunities for standardisation, benchmarking, best practice adoption, and process optimisation within the Service Desk
Support adherence to internal governance standards, technology processes, and established quality frameworks

Skills

Key technologies and capabilities for this role

ServiceNowQuality AssuranceAuditsReportingDashboardsKPIsAnalyticsPerformance MetricsProcess ImprovementStakeholder ManagementCommunicationMentoring

Questions & Answers

Common questions about this position

Is this role remote or on-site?

The position is offered on a Hybrid basis, with collaboration across distributed teams. It is listed under Location Type: On-site.

What skills and experience are required for this role?

Candidates need demonstrated experience in a Service Desk or Technology environment as a subject matter expert in quality assurance, performance analytics, and service improvement. A strong understanding of Service Desk operations, KPIs, and performance drivers is essential, along with excellent communication skills, analytical capability, and relationship management.

What is the salary or compensation for this position?

This information is not specified in the job description.

What does the team structure look like for this role?

The role reports to the Team Lead, Service Desk Support, and involves partnering closely with cross-functional stakeholders across the Service Desk, Technology teams, and business units.

What makes a strong candidate for this Quality Analyst position?

A strong candidate will have demonstrated experience in Service Desk or Technology environments as a subject matter expert in quality assurance, performance analytics, service improvement, and Service Desk operations including KPIs.

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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