Service Desk Analyst (French Speaking) (Crumlin)

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Job Overview

Sysco International is actively seeking a Service Desk Analyst with French speaking skills to join their Service Desk team in Crumlin, Co. Antrim on a full-time basis. This position is pivotal as the first point of contact for internal users, primarily providing level 1 support through various channels including phone, chat, and portal. The role encompasses troubleshooting incidents, handling non-critical escalations, and maintaining high levels of service quality by accurately documenting activities.

Key Responsibilities

The Service Desk Analyst will undertake a variety of essential duties including but not limited to:

• Addressing and resolving non-major incidents and service requests while ensuring all activities are logged in ServiceNow.

• Providing exceptional customer service and maintaining a professional demeanor when interacting with users.

• Escalating or reassigning complex unresolved incidents to the relevant support teams.

• Analyzing and resolving hardware and software issues using standard troubleshooting tools and methods.

• Documenting case details accurately within ServiceNow, including the steps taken and the impact on customers.

• Striving to meet or surpass established performance metrics, which include Customer Satisfaction (CSat) and Quality Assurance (QA) standards.

• Continuously enhancing knowledge of company-specific products and services to provide effective support.

• Creating and updating knowledge articles to facilitate First Call Resolution and self-service options for users.

• Participation in after-hours and on-call rotations to ensure 24/7 support coverage is maintained.

• Completing mandatory training objectives in alignment with Sysco's Mission and Values.

Required Skills and Experience

To be considered for the Service Desk Analyst position, candidates should possess the following skills and qualifications:

• Proven experience in a Service Desk or similar IT support environment.

• Familiarity with using ServiceNow in managing IT Service Management workflows.

• Excellent customer service, listening, and communication skills that enable effective user interaction.

• Fluency in both English and French is mandatory as effective communication in both languages is essential for this role.

  

• A detail-oriented mindset with strong judgment, initiative, and the ability to independently troubleshoot and resolve technical issues.

• Knowledge of Microsoft Office365 and standard network tools that aid in issue resolution.

• Ability to operate both remotely and as part of a collaborative team.

• A foundational understanding of ITIL principles will be advantageous in this role.

Education and Certifications

Qualified candidates should have:

• A degree or equivalent experience that supports their understanding of the technological landscape.

• ITIL V4 / ITSM certification is preferred, demonstrating a commitment to IT service management best practices.

• Preferred additional certifications may include AWS and Microsoft MCSE, showcasing a broad knowledge base in IT solutions.

• Proficiency in Microsoft Office365 is necessary to efficiently carry out job responsibilities.

Salary Information

Currently, there is no specific salary range provided for the Service Desk Analyst position. However, given the full-time nature of the role and the requirement for bilingual skills, it is likely that compensation will be competitive within the industry. Candidates may want to inquire about salary during the interview process.

Additional Information

This role at Sysco International represents a unique opportunity for professionals seeking to leverage their bilingual skills in a dynamic IT support setting. The company's commitment to customer service excellence and its structured support framework highlight the importance placed on providing outstanding service to internal users.

Job seekers should also consider the potential for career advancement within a reputable organization like Sysco, particularly as they gain further experience and skills in IT support and service management. The supportive work environment fosters professional development and learning which can lead to new opportunities within the company.

In summary, Sysco International's Service Desk Analyst position not only offers a chance to contribute significantly to the company’s operational success but also provides relevant experience and skills development crucial for long-term career growth in the IT industry.

This job offer was originally published on jooble.com