Analyst, Service Desk Support

Serve 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.

Requirements

• 4 years of college or equivalent experience a plus but not required
• Minimum of 3 Year of experience in TalkDesk, Service Desk or similar environment
• Experience with TalkDesk, 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
• General knowledge of IT technologies, cloud architecture and supporting tools
• IT Service Management (ITSM v3) 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

Benefits

• For information on Sysco’s Benefits, please visit https://SyscoBenefits.com