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Service Desk Analyst at Sysco Labs
Applications are invited for all candidates to fill the Service Desk Analyst Job Opening at Sysco Labs
Closing Date : 16/06/2023
The Role:
- Addresses and resolves reported non-major incidents and requests; logs all incidents and requests in ServiceNow. Reassigns tickets to other support groups where First Call Resolution is not possible.
- Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation and handling customers with a consummately professional attitude.
- Analyzes and resolves incidents and requests regarding use of application software or hardware.
- Responsible 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.
- Works shift patterns as assigned to support associates and internal customers 24x7x365.
- Documents all relative case information in ServiceNow to include troubleshooting steps, business/customer impact, and screenshots, if applicable.
- Meets and exceeds all defined performance metrics on a consistent basis which results in positive CSat and QA scorecards.
- Continuous growth in general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve incidents and requests on first contact.
- Create knowledge articles to promote customer self-service and improve First Call Resolution of requests and incidents within the Service Desk.
- Available for after hours and on-call support as needed to maintain business continuity.
- Adheres to Code of Conduct and Mission and Value statements.
- Successfully completes required Corporate and Service Desk training objectives
- Can work remotely and maintain productivity without supervision
- Performs other duties as assigned.
Qualifications:
Skills and Experience:
- 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
- Requires strong interpersonal skills including initiative, problem analysis, attention to detail and sound judgment when making decisions
- Able to multi-task and open to assigned flexible hours and on-call rotation
- Aptitude to resolve technical issues and conduct system checks to ensure First Call Resolution
- Ability to communicate resolutions using business terminology
- Requires 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
- Ability to perform basic troubleshooting to identify root cause and resolve the issue or reassign the ticket as needed
Educational requirements:
- 4 years of college 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
Apply now : https://shorturl.at/glHZ1