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Sysco
Service Desk Analyst - French Speaking
Service Desk Analyst (French-speaking) at Sysco, Lisburn. Level 1 IT support via ServiceNow, phone, chat. Resolve incidents, manage escalations, create knowledge articles. Requires Service Desk experience, bilingual English/French, Office365 knowledge. PTO, 401k, retirement.
Direct Hire
Entry Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
Service Catalog
ServiceNow Certifications (nice to have):
Certified System Administrator
Job description
Posted on:
November 27, 2025
We are recruiting for a Service Desk Analyst to join the Service Desk team on a full-time, permanent basis. 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.
Requirements
- 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
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
Requirements Summary
Good experience in a Service Desk or similar IT support environment, Bilingual - English and French, Knowledge of Microsoft Office365 and standard network tools
