IT Service Desk Analyst - French Speaking

We are looking for a French-Speaking IT Service Desk Analyst to join our dynamic IT team. In this role, you will provide first-line technical support to users across the business, including French-speaking sites and stakeholders. You will act as the primary point of contact for IT incidents and service requests, ensuring issues are logged, prioritised, and resolved in line with agreed Service Levels. The role involves delivering high-quality support across hardware, software, networking, and business applications, while communicating effectively in both French and English. Working within an ITIL-aligned framework, you will follow structured incidents and request management processes and contribute to continuous improvement within the Service Desk function. What you'll do:

• Provide first-line technical support via phone, email, remote tools, and ticketing systems in both French and English.
• Log, categorise, prioritise, and manage incidents and service requests within the ITSM tool, ensuring SLA adherence and proactive follow-up.
• Diagnose and resolve hardware, software, operating system, and basic network issues; escalate complex or high-impact incidents as required.
• Manage user account administration (password resets, access requests, onboarding/offboarding) and support device setup, configuration, and deployment.
• Maintain accurate documentation, update Knowledge Base articles, and identify opportunities for service improvement.
• Support major incidents, system upgrades, rollouts, IT initiatives, and IT asset tracking as required.
• International travel (outside the UK) may be required on an ad hoc basis.

Do you have experience in Windows?, * Fluent in French and English, with excellent communication and customer service skills.

• Proven experience in an IT Service Desk/IT Support role, using ITSM/ticketing systems and working with ITIL-based processes.
• Strong troubleshooting skills across Windows OS, Microsoft 365, basic networking (DNS, DHCP, TCP/IP), and user account administration (Active Directory).
• Ability to prioritise workload and work effectively in a fast-paced environment.
• ITIL Foundation certification and experience supporting multi-site or international environments.
• Experience with remote support and endpoint management tools (e.g. TeamViewer, Intune, SCCM), ideally within retail or hospitality environments.

Whether you're looking to build a long-term career as we expand across the UK or seeking a job with top benefits, we've got you covered:

• Bonus Incentive
• 15% Food to Go Discounts - Greggs, Starbucks, Subway, Popeyes, Chaiiwala & Sbarro
• Free on-Site Parking
• Waterside Café - Freshly prepared meals everyday
• On site Prayer and Ablution Facilities
• Employee Assistance program
• Support for mental and financial wellbeing
• Life Insurance
• Legal Assistance
• Retail Discounts
• Learning & Development Opportunities
• Salary Sacrifice Pension