Senior Service Desk Analyst

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Senior Service Desk Analyst

Apply locations Sysco LABS - Sri Lanka time type Full time posted on Posted 2 Days Ago job requisition id R209805

JOB DESCRIPTION

Senior Service Desk Analyst

The Big Picture

Sysco LABS is the captive innovation arm of Sysco Corporation (NYSE : SYY), 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.

Operating with the agility and tenacity of a tech–startup, powered by the expertise of the industry leader, Sysco LABS is perfectly poised to transform one of the world's largest industries.

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.

The Opportunity

We are currently on the lookout for Senior Service Desk Analysts to join our team. The Senior Service Desk Analyst will s erve 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 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 2 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

S trong interpersonal skills including initiative, problem analysis, attention to detail and sound judgment when making decisions

The ability to multi-task and open to assigned flexible hours and on-call rotation

The a ptitude to resolve technical issues and conduct system checks to ensure First Call Resolution

The a bility to communicate resolutions using business terminology

E xtensive 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 a bility to perform basic troubleshooting to iden tify 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.

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