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For Companies At a Glance
- Tasks: Provide top-notch support to Sysco users and resolve IT issues.
- Company: Join Sysco, a diverse and inclusive company that values your unique talents.
- Benefits: Enjoy a competitive salary, remote work options, and career growth opportunities.
- Why this job: Be the first point of contact and make a real difference in users' experiences.
- Qualifications: Fluent in English and French with experience in IT support.
- Other info: Embrace a culture where everyone belongs and thrives.
The predicted salary is between 30000 - 42000 £ per year.
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 will 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.
Department: International Technology
Service Desk Analyst in Ashford employer: Sysco GB
Contact Detail:
Sysco GB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Ashford
✨Tip Number 1
Get to know the company inside out! Research Sysco's values, mission, and culture. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your bilingual skills! Since this role requires fluency in both English and French, make sure you're comfortable switching between the two languages. You could even do mock interviews with a friend to boost your confidence.
✨Tip Number 3
Show off your customer service skills! Think of examples from your past experiences where you’ve gone above and beyond for a customer. Be ready to share these stories during your interview to demonstrate your commitment to excellent service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen on joining Sysco. Let’s get you that Service Desk Analyst position!
We think you need these skills to ace Service Desk Analyst in Ashford
Some tips for your application 🫡
Show Off Your Bilingual Skills: Since this role requires fluency in both English and French, make sure to highlight your language skills right at the start. Use clear examples of how you've used these languages in previous roles to provide support or communicate effectively.
Tailor Your CV and Cover Letter: We want to see how you fit into our team! Customise your CV and cover letter to reflect the key responsibilities and skills mentioned in the job description. This shows us that you’ve done your homework and are genuinely interested in the position.
Be Clear and Concise: When documenting your experiences, keep it straightforward. Use bullet points for easy reading and ensure you clearly outline your achievements and responsibilities. We love a well-organised application that’s easy to follow!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Sysco GB
✨Brush Up on Your Bilingual Skills
Since this role requires fluency in both English and French, make sure to practice your language skills before the interview. Try conducting mock interviews or answering common questions in both languages to show your comfort level.
✨Know Your Tech Inside Out
Familiarise yourself with ServiceNow and any other tools mentioned in the job description. Be ready to discuss your experience with IT support environments and how you've used these tools to resolve issues effectively.
✨Showcase Your Customer Service Skills
Prepare examples of how you've delivered excellent customer service in past roles. Think about specific situations where you resolved a customer's issue or went above and beyond to help them, as this will demonstrate your commitment to high service quality.
✨Understand Sysco's Values
Research Sysco's mission and values to align your answers with their culture. Be prepared to discuss how your personal values resonate with theirs, especially regarding diversity and inclusion, as they place a strong emphasis on these aspects.