Associate Analyst, Service Desk at Sysco

Costa Rica

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

FoodserviceIndustries

Requirements

High School Diploma or equivalent required; 4 years of college or equivalent experience preferred
IT Service Management (ITSMv3) or ITIL certification preferred
CompTIA certifications (A+, Network+, Security+) preferred
AWS certifications preferred
Microsoft Certified Systems Engineer (MCSE) preferred
Minimum of 1 year in a Service Desk or similar environment (ServiceNow ITSM usage and workflows required)
Bilingual – English required (minimum proficiency B2+ CEFR)
Work Schedule: Monday–Friday, 6:30 AM – 2:30 PM Central Time (adjusts to 7:00 AM – 3:30 PM during Daylight Savings March–November); must be flexible with assigned hours and open to on-call rotation
Basic knowledge of IT technologies, cloud architecture, and supporting tools
Proficient with Microsoft Office365 tools
Strong working knowledge of hardware/software concepts, Microsoft tools, and network management
Ability to perform basic troubleshooting to identify root causes, resolve issues, or reassign tickets
Exceptional customer support and interpersonal skills
Excellent written and verbal communication with strong listening skills
Superior telephone etiquette
Ability to communicate resolutions using clear business terminology
Strong interpersonal skills including initiative, problem analysis, attention to detail, and sound judgment
Aptitude to resolve technical issues and conduct system checks to ensure First Call Resolution
Professionalism and inclusiveness in a team environment, working effectively with all levels
Can work remotely or within an office environment and maintain productivity without supervision
Costa Rican nationality or valid immigration status required; must reside in Costa Rica

Responsibilities

Serve as the first contact point within the Service Desk offering level 0 and level 1 support to Sysco associates and internal customers via phone calls, live chat support, and manage non-critical single user escalation requests
Address and resolve reported non-major incidents and requests; log all incidents and requests in ServiceNow
Reassign tickets to other support groups where First Call Resolution is not possible
Create a positive customer support experience and build strong relationships through clear problem understanding, ensuring timely resolution or escalation, and handling customers with a consummately professional attitude
Analyze and resolve incidents and requests regarding use of application software or hardware
Take case ownership through the engagement of other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are fulfilled, and customer communication is complete
Work shift patterns as assigned to support associates and internal customers 24x7x365
Document all relative case information in ServiceNow to include troubleshooting steps, business/customer impact, and screenshots, if applicable
Meet and exceed 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
Adhere to Code of Conduct and Mission and Value statements
Successfully complete required Corporate and Service Desk training objectives
Perform other duties as assigned

Skills

ServiceNow

Service Desk

Incident Management

Troubleshooting

Customer Support

Hardware Support

Software Support

Live Chat

Phone Support

Knowledge Articles

Sysco

Foodservice distribution for restaurants and healthcare

About Sysco

Sysco Corporation specializes in foodservice distribution, primarily serving restaurants, healthcare facilities, and educational institutions. The company offers a variety of products and services, including food items, kitchen equipment, and marketing support, tailored to meet the specific needs of its clients. Sysco differentiates itself from competitors by providing comprehensive solutions, such as the "Restaurants Rising Toolkit" during the COVID-19 pandemic, which helps restaurants adapt to new dining trends. The goal of Sysco is to make running a restaurant easier and more profitable for its clients.

Houston, TexasHeadquarters

1970Year Founded

IPOCompany Stage

Food & AgricultureIndustries

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Professional Development Budget

Performance Bonus

Risks

Increased competition from tech-driven solutions could impact Sysco's market share.

Reliance on partnerships for technology advancements may pose risks if results are unmet.

Socially responsible investing trends may pressure Sysco to improve ESG standards.

Differentiation

Sysco offers comprehensive B2B solutions, including food products, equipment, and marketing services.

The company provides flexible payment options and waives delivery minimums for scheduled deliveries.

Sysco's 'Restaurants Rising Toolkit' supports restaurants adapting to new dining trends.

Upsides

Sysco can capitalize on the demand for plant-based and alternative protein products.

The rise of ghost kitchens offers Sysco opportunities for specialized supply chain solutions.

Digital transformation in foodservice allows Sysco to enhance service offerings and engagement.

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