Service Desk Analyst - French Speaking

We are recruiting for a Service Desk Analyst to join the Service Desk team on a full-time, permanent basis. This is a bilingual position where we are looking for fluent speaking/writing of English and French. The 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

• Opportunity to work for a global company with a diverse and inclusive culture
• Chance to develop your skills and career in a supportive environment
• Competitive salary and benefits package