Analyst, Service Desk Support

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.

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 :

Skills And Experience

Licenses / Certifications Required

Seniority level

Employment type

Job function

Industries

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