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- Tasks: Provide top-notch support to Sysco users and resolve IT issues remotely.
- Company: Join a leading foodservice distributor with a commitment to excellence.
- Benefits: Enjoy flexible remote work, competitive pay, and opportunities for growth.
- Why this job: Be the go-to tech hero for users while enhancing your skills in a dynamic environment.
- Qualifications: Fluent in English and French, with experience in IT support and customer service.
- Other info: Join a supportive team and contribute to 24/7 service excellence.
The predicted salary is between 30000 - 42000 £ per year.
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.
Locations
Service Desk Analyst, remote working in Ashford, Kent employer: Sysco International
Contact Detail:
Sysco International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst, remote working in Ashford, Kent
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for a Service Desk Analyst role, and who knows? They might just have the inside scoop on openings at Sysco or elsewhere.
✨Tip Number 2
Practice makes perfect! Before any interviews, do some mock sessions with friends or family. Focus on common questions for IT support roles, especially around troubleshooting and customer service scenarios. This will help you feel more confident when it’s showtime!
✨Tip Number 3
Show off your bilingual skills! Since this role requires fluency in both English and French, be ready to demonstrate your language abilities during interviews. You could even prepare a few responses in both languages to really impress the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the latest job openings there, so keep checking back for new opportunities!
We think you need these skills to ace Service Desk Analyst, remote working in Ashford, Kent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience in IT support, especially with ServiceNow and customer service skills. We want to see how your background fits with what we're looking for!
Show Off Your Bilingual Skills: Since this role requires fluency in both English and French, don’t forget to showcase your language skills! Include examples of how you've used both languages in a professional setting to impress us.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate well-structured applications that get straight to the heart of your qualifications.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy and ensures your application goes directly to us. Plus, we love seeing candidates who take that extra step!
How to prepare for a job interview at Sysco International
✨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. You might be asked to demonstrate your proficiency, so consider preparing some common IT support scenarios in both languages.
✨Know Your Tools
Familiarise yourself with ServiceNow and any other tools mentioned in the job description. Being able to discuss how you've used these tools in past roles will show that you're ready to hit the ground running.
✨Customer Service is Key
Prepare examples of how you've delivered excellent customer service in previous positions. Think about specific situations where you resolved issues or improved user satisfaction, as this will highlight your ability to meet Sysco's high service quality standards.
✨Understand the Company Culture
Research Sysco’s mission and values to understand their company culture. Be ready to discuss how your personal values align with theirs, and how you can contribute to their goals, especially in a remote working environment.