Senior Service Desk Analyst

The Senior Service Desk Analyst will 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. The analyst will analyze and resolve incidents and requests regarding the use of application software or hardware, document all relative case information, and meet and exceed all defined performance metrics.

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
• Strong 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 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