Service Desk Analyst, French Speaking

Role Overview

• Address and resolve non-major incidents and service requests, logging all activity in ServiceNow
• 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

Requirements

• Good experience in a Service Desk or similar IT support environment
• Experience using ServiceNow ITSM workflows
• 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
• Familiarity with ITIL principles
• Degree or equivalent experience preferred
• ITIL V4 / ITSM certification preferred
• AWS and Microsoft MCSE certifications are a plus

Tech Stack

• AWS
• ITSM
• ServiceNow

Benefits

• Excellent customer service and professional support
• Participation in after-hours and on-call rotations to ensure 24/7 support coverage
• Training objectives and uphold Sysco’s Mission and Values