Associate Lead - Service Desk at Sysco

Sri Lanka

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Foodservice, Technology, HospitalityIndustries

Requirements

4 years of college or equivalent experience a plus but not required
Demonstrates advanced knowledge of IT technologies, cloud architecture and supporting tools
IT Service Management (ITSMv3) or ITIL Certification preferred
AWS, Azure certifications a plus but not required
Microsoft Certified Systems Engineer (MSCE) Certification a plus but not required
Proficient w

Responsibilities

Addresses complex or advanced incidents referred by Service Desk Analysts I, which may include detailed research, collaboration with support team leaderships, and using remote desktop access for troubleshooting
Reassigns tickets as appropriate to the next level support team(s)
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
Takes responsibility 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
Escalates requests received by Service Desk personnel to the appropriate levels of leadership for various support teams following established escalation criteria and processes, following up until the incident is resolved to the user’s satisfaction
Works shift patterns as assigned to support associates and internal customers 24x7x365
Provides support to Service Desk staff during after-hours shifts or when Team Leads are not available to assist with handling escalated calls, call spike scenarios, and additional duties as required to support daily operations
Acts as a mentor and trainer for junior associates by creating and presenting training on products and services
Create advanced knowledge articles to support First Call Resolution of requests and incidents within the Service Desk

Skills

Key technologies and capabilities for this role

Service DeskIT SupportEscalation SupportLevel 1 SupportAdministrative SupportTeam Leadership

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment opportunity.

Where are the Sysco LABS engineering teams based?

Sysco LABS engineering teams are based out of Colombo, Sri Lanka and Austin and Houston, TX.

What are the key responsibilities of the Associate Team Lead – Service Desk?

The role involves addressing complex incidents, reassigning tickets, creating positive customer experiences, taking case ownership, and escalating requests following established processes.

What is the work environment like at Sysco LABS?

Sysco LABS operates with the agility and tenacity of a tech-startup, powered by the expertise of the industry leader, transforming the foodservice industry through innovation.

What makes a strong candidate for this Associate Team Lead role?

A strong candidate can serve as a senior point of contact, handle advanced level 1 support including escalations and after-hours shifts, and demonstrate professional customer handling with deep problem understanding.

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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