Service Desk Analyst

Service Desk Analyst

Sysco LABS is the captive innovation arm of Sysco Corporation, the world's largest foodservice company. Sysco is a Fortune 500 company and the global leader in selling, marketing, and distributing food products to restaurants, healthcare, and educational facilities, lodging establishments and other customers who prepare meals away from home. Its family of products also includes equipment and supplies for the foodservice and hospitality industries. With more than 76,000 colleagues, the company operates 334 distribution facilities worldwide and serves approximately 730,000 customer locations. For fiscal year 2024 that ended July 1, 2024, the company generated sales of more than $78.8 billion.

Sysco LABS' engineering teams based out of Colombo, Sri Lanka and Austin and Houston, TX, innovate across the entire food service journey – from the enterprise-grade technology that enables Sysco's business, to the technology that revolutionizes the way that Sysco connects with restaurants and the technology that shapes the way those restaurants connect with customers.

Sysco LABS technology is present in the sourcing of food products, merchandising, storage and warehouse operations, order placement and pricing algorithms, the delivery of food and supplies to Sysco's global network, the in-restaurant dining experience of the end-customer and much more.

We are currently on the lookout for a Service Desk Analyst to join our team. The right candidate will have the responsibility of serving as the first contact point within the Service Desk offering level one support to Sysco associates and internal customers via phone calls, email submissions, live chat support and will manage non-critical single user escalation requests.

Responsibilities:

• Addressing and resolving reported non-major incidents and requests; logging all incidents and requests in ServiceNow; Reassigning tickets to other support groups where First Call Resolution is not possible
• Creating a positive customer support experience and building strong relationships through deep problem understanding, ensuring timely resolution or escalation and handling customers with a consummately professional attitude
• Analyzing and resolving incidents and requests regarding the use of application software or hardware
• Taking responsibility for case ownership through the engagement of other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete
• Working shift patterns as assigned to support associates and internal customers 24x7x365
• Documenting all relative case information in ServiceNow to include troubleshooting steps, business/customer impact, and screenshots, if applicable
• Meeting and exceeding all defined performance metrics on a consistent basis which results in positive CSat and QA scorecards
• Ensuring continuous growth in general knowledge of the current corporate, division, and facility-specific products, and an increasing ability to resolve incidents and requests on first contact
• Creating knowledge articles to promote customer self-service and improve First Call Resolution of requests and incidents within the Service Desk
• Must be available for after hours and on-call support as needed to maintain business continuity
• Adhering to Code of Conduct and Mission and Value statements
• Successfully completing the required Corporate and Service Desk training objectives
• Performing other duties as assigned

Requirements:

• 4 years of university or equivalent experience a plus but not required
• General knowledge of IT technologies, cloud architecture and supporting tools
• IT Service Management (ITSMv3) or ITIL Certification preferred
• AWS certifications a plus but not required
• Microsoft Certified Systems Engineer (MSCE) Certification a plus but not required
• Proficient with Microsoft Office365 tools
• Minimum of 1 Year of experience in Service Desk or similar environment
• Experience with ServiceNow ITSM usage and workflows
• Exceptional customer support and interpersonal skills
• Excellent written and verbal communication (with a focus on listening); Superior telephone etiquette
• Bilingual – English and French/Spanish a plus
• Strong interpersonal skills including initiative, problem analysis, attention to detail and sound judgment when making decisions
• Must be able to work remotely and maintain productivity without supervision
• The ability to multi-task and open to assigned flexible hours and on-call rotation
• Should possess the aptitude to resolve technical issues and conduct system checks to ensure First Call Resolution
• The ability to communicate resolutions using business terminology
• Extensive working knowledge of all hardware/software concepts, including all supported Microsoft and network management tools
• Professionalism and inclusiveness within a team environment while working with all levels
• The ability to perform basic troubleshooting to identify root cause and resolve the issue or reassign the ticket as needed

Benefits:

• US dollar-linked compensation
• Performance-based annual bonus
• Performance rewards and recognition
• Agile Benefits - special allowances for Health, Wellness & Academic purposes
• Paid birthday leave
• Team engagement allowance
• Comprehensive Health & Life Insurance Cover - extendable to parents and in-laws
• Overseas travel opportunities and exposure to client environments
• Hybrid work arrangement

Sysco LABS is an Equal Opportunity Employer.