Service Desk Analyst

The Service Desk Analyst will serve as the first contact point for Sysco associates and internal customers, providing level one support via phone calls, email submissions, live chat support, and managing non-critical single user escalation requests. The role requires a positive customer support experience, building strong relationships, and handling customers with a professional attitude.

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

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