Lensa Is Hiring An Associate Analyst, Service Desk Support

Join Sysco as a Service Desk Support Specialist 🖥️

Discover a rewarding opportunity with Sysco through Lensa, a career site dedicated to connecting job seekers with great roles across the US. Please note, Lensa promotes jobs on behalf of its clients and partners; the application process and data collection are governed by the employer's site and policies.

Job Summary

As the frontline of the Service Desk, you will offer Level 0 and Level 1 support to Sysco associates and internal customers via phone, live chat, and escalate non-critical issues to ensure seamless service delivery.

Responsibilities

• Address and resolve reported incidents and requests, documenting all interactions in ServiceNow; reassign tickets to appropriate support groups when necessary.
• Create a positive customer experience by understanding problems clearly, ensuring timely resolutions or escalations, and maintaining a professional attitude.
• Analyze and resolve incidents related to application software or hardware usage.
• Own cases by engaging other support staff, ensuring incidents are resolved, requests fulfilled, and communication with customers is complete.
• Support associates and internal customers across various shifts, 24/7/365.
• Document case details thoroughly in ServiceNow, including troubleshooting steps, impact, and relevant screenshots.
• Consistently meet or exceed performance metrics, leading to high customer satisfaction and quality assurance scores.
• Enhance knowledge of corporate and facility-specific products to increase first contact resolution rates.
• Create or update knowledge articles to facilitate self-service and improve support efficiency.
• Participate in after-hours and on-call support to ensure business continuity.
• Adhere to the company's Code of Conduct and Mission & Values.
• Complete all required corporate and Service Desk training successfully.
• Operate effectively remotely or in an office environment, maintaining productivity without supervision.
• Perform additional duties as assigned.

Qualifications

Skills and Experience

• At least 1 year of experience in Service Desk or a similar environment.
• Hands-on experience with ServiceNow ITSM workflows.
• Exceptional customer support and interpersonal skills.
• Strong written and verbal communication abilities, focusing on active listening; excellent telephone etiquette.
• Bilingual abilities (English plus French, Spanish, or Swedish) are a plus.
• Strong initiative, problem analysis, attention to detail, and sound judgment.
• Flexibility to multi-task, work flexible hours, and participate in on-call rotations.
• Proficiency in troubleshooting technical issues and system checks for first contact resolution.
• Ability to communicate technical resolutions using business terminology.
• Basic knowledge of hardware/software concepts, including supported Microsoft and network management tools.
• Professionalism and inclusiveness, capable of working across all levels within a team.
• Skilled in basic troubleshooting, root cause analysis, and ticket reassignment.

Educational Requirements

• High School Diploma or equivalent.
• Basic understanding of IT technologies, cloud architecture, and supporting tools.
• ITSMv3 or ITIL Certification is a plus, but not required.
• CompTIA Certifications are a plus, but not mandatory.
• Proficiency in Microsoft Office365 tools.

Affirmative Action & Employment Statement 🤝

Applicants must be authorized to work in the United States. We are an Equal Opportunity and Affirmative Action employer, valuing diversity and inclusivity without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected characteristic under applicable law. This position is available through Sysco Corporation and its affiliates.

If you have questions, please contact support@lensa.com.