Service Desk Analyst - French Speaking

Fresh Direct Group; City of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A prominent foodservice company in London is seeking a Service Desk Analyst fluent in English and French to provide level 1 support. Key responsibilities include logging and resolving incidents, maintaining high service quality, and delivering excellent customer service. Ideal candidates will have experience in IT support environments and knowledge of ServiceNow. The role offers a full-time, permanent contract.

Benefits

Diverse and inclusive culture

Support during recruitment process

Qualifications

• Experience in a Service Desk or similar IT support environment needed.
• Fluency in English and French is required.
• Detail-oriented with solid judgment and initiative.

Responsibilities

• Provide level 1 support to internal users via several channels.
• Log, troubleshoot, and resolve incidents in ServiceNow.
• Deliver excellent customer service and maintain documentation.

Skills

Customer service skills

Bilingual - English and French

Troubleshooting skills

Attention to detail

Microsoft Office365 knowledge

ITIL familiarity

Education

Degree or equivalent experience preferred

ITIL V4 / ITSM certification preferred

Tools

ServiceNow ITSM

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

Additional Information

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'll 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.