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Sysco · 4 hours ago

Associate Analyst, Service Desk Support - GSC - US

Sysco Corporate

Full-time

Hybrid

Entry Level

1+ years exp

Sysco is the global leader in foodservice distribution, seeking an Associate Analyst for their Service Desk Support team. The role involves providing level 0 and level 1 support to Sysco associates and internal customers, managing incidents and requests while ensuring a positive customer support experience.

Electrical DistributionFood and BeverageFood DeliveryHealth CareHospitalityLogisticsMarketingMeat and PoultryRestaurantsSales

No H1B

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 clear 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 or update 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 or within an office environment and maintain productivity without supervision

Performs other duties as assigned

Qualification

ServiceNow ITSMCustomer supportBilingual communicationBasic IT knowledgeProblem analysisMicrosoft Office365ITIL CertificationCompTIA CertificationsInterpersonal skillsAttention to detail