Service Desk Analyst at Sysco

Sri Lanka

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Foodservice, TechnologyIndustries

Requirements

4 years of university or equivalent experience a plus but not required
General knowledge of IT technologies, cloud architecture and supporting tools
IT Service Management (ITSMv3) or ITIL Certification preferred
AWS c (incomplete in description)

Responsibilities

Addressing and resolving reported non-major incidents and requests; logging all incidents and requests in ServiceNow; Reassigning tickets to other support groups where First Call Resolution is not possible
Creating a positive customer support experience and building strong relationships through deep problem understanding, ensuring timely resolution or escalation and handling customers with a consummately professional attitude
Analyzing and resolving incidents and requests regarding the use of application software or hardware
Taking 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
Working shift patterns as assigned to support associates and internal customers 24x7x365
Documenting all relative case information in ServiceNow to include troubleshooting steps, business/customer impact, and screenshots, if applicable
Meeting and exceeding all defined performance metrics on a consistent basis which results in positive CSat and QA scorecards
Ensuring continuous growth in general knowledge of the current corporate, division, and facility-specific products, and an increasing ability to resolve incidents and requests on first contact
Creating knowledge articles to promote customer self-service and improve First Call Resolution of requests and incidents within the Service Desk
Must be available for after hours and on-call support as needed to maintain business continuity
Adhering to Code of Conduct and Mission and Value statements
Successfully completing the required Corporate and Service Desk training objectives
Performing other duties as assigned

Skills

Service Desk

Level 1 Support

Customer Service

Phone Support

Email Support

Live Chat

Troubleshooting

Ticketing

Escalation Management

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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