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Urgent! Analyst, Service Desk Support Job Opening In USA, USA – Now Hiring Sysco

Analyst, Service Desk Support



Job description

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

  • BENEFITS INFORMATION:

    For information on Sysco’s Benefits, please visit


    Required Skill Profession

    Computer Occupations



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