Sysco

Service Desk Analyst, French Speaking

Sysco

full-time

Posted on:

Location Type: Remote

Location: Ireland

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Tech Stack

AWSITSMServiceNow

About the role

  • 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

Requirements

  • Good experience in a Service Desk or similar IT support environment
  • Experience using ServiceNow ITSM workflows
  • 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
  • Familiarity with ITIL principles
Benefits
  • Flexible working arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ServiceNowITSM workflowstroubleshootinghardware issues resolutionsoftware issues resolutionMicrosoft Office365network toolsknowledge article creationFirst Call Resolutionperformance metrics
Soft Skills
customer serviceprofessional supportdetail-orientedsolid judgmentinitiativeindependent problem solvingcommunicationteam collaborationadaptabilitytime management