Analyst, Service Desk Support

2 weeks ago

HOUSTON, United States US6469 Sysco Payroll, Division of Sysco Resources Services, LLC Full time

Brief description: 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.

Description of Responsibilities:

  • 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.

Qualifications:

Educational requirements:

  • 4 years of college or equivalent experience a plus but not required

Skills and Experience:

  • 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

Licenses/Certifications Required:

  • 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

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