Service Desk Analyst
Sysco Labs

Contract Type: 

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.

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

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