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- Tasks: Provide top-notch support to Sysco users and resolve tech issues remotely.
- Company: Join a leading foodservice distributor with a focus on teamwork.
- Benefits: Enjoy flexible remote work, competitive pay, and growth opportunities.
- Why this job: Be the go-to tech hero for Sysco while enhancing your skills.
- Qualifications: Fluent in English and French, with IT support experience.
- Other info: Dynamic role with 24/7 support coverage and a chance to learn ITIL principles.
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 in Burtonwood, Cheshire employer: Sysco International
Contact Detail:
Sysco International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst - Remote in Burtonwood, Cheshire
✨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. You never know who might have the inside scoop on openings at Sysco or elsewhere.
✨Tip Number 2
Practice your interview skills! Get a friend to throw some common Service Desk questions your way. Focus on showcasing your bilingual abilities and customer service experience, as these are key for the role.
✨Tip Number 3
Tailor your approach! When you find a job that excites you, make sure to highlight your relevant skills and experiences in conversations with recruiters. Show them why you're the perfect fit for the Service Desk team at Sysco.
✨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, it shows you’re serious about joining the Sysco family!
We think you need these skills to ace Service Desk Analyst - Remote in Burtonwood, Cheshire
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 perfectly 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. We love seeing that bilingual flair!
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 straightforward communication, just like you would with our users!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
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. Try to engage in conversations or even conduct mock interviews in both languages to boost your confidence.
✨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 in the past.
✨Show Off Your Customer Service Skills
Prepare examples of how you've delivered excellent customer service in previous 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 the Company Culture
Research Sysco’s mission and values to align your answers with their culture. Be prepared to discuss how your personal values match theirs and how you can contribute to their team, especially in a remote working environment.