Service Desk Analyst

The Big Picture     Sysco LABS is the captive innovation arm of Sysco Corporation (NYSE: SYY), the world’s largest foodservice company. Sysco is a Fortune 500 company and the global leader in selling, marketing, and distributing food products to restaurants, healthcare, and educational facilities, lodging establishments and other customers who prepare meals away from home. Its family of products also includes equipment and supplies for the foodservice and hospitality industries. With more than 76,000 colleagues, the company operates 334 distribution facilities worldwide and serves approximately 730,000 customer locations. For fiscal year 2024 that ended July 1, 2024, the company generated sales of more than $78.8 billion .   Operating with the agility and tenacity of a tech–startup, powered by the expertise of the industry leader, Sysco LABS is perfectly poised to transform one of the world’s largest industries.   Sysco LABS’ engineering teams based out of Colombo, Sri Lanka and Austin and Houston, TX, innovate across the entire food service journey – from the enterprise-grade technology that enables Sysco’s business, to the technology that revolutionizes the way that Sysco connects with restaurants and the technology that shapes the way those restaurants connect with customers.   Sysco LABS technology is present in the sourcing of food products, merchandising, storage and warehouse operations, order placement and pricing algorithms, the delivery of food and supplies to Sysco’s global network, the in-restaurant dining experience of the end-customer and much more.

We are currently on the lookout for a Service Desk Analyst to join our team.  The right candidate will have the responsibility of s erv ing 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 will manage non-critical single user escalation requests.

Address ing and resolv ing reported non-major incidents and requests; log ging all incidents and requests in ServiceNow ; Reassign ing tickets to other support groups where First Call Resolution is not possible   Creat ing a positive customer support experience and build ing strong relationships through deep problem understanding, ensuring timely resolution or escalation and handling customers with a consummately professional attitude   Analyz ing and resolv ing incidents and requests regarding the use of application software or hardware   Taking r esponsib ility 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   Work ing shift patterns as assigned to support associates and internal customers 24x7x365   Document ing all relative case information in ServiceNow to include troubleshooting steps, business/customer impact, and screenshots, if applicable   Meet ing and exceed ing all defined performance metrics on a consistent basis which results in positive CSat and QA scorecards   Ensuring c ontinuous 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   Creat ing knowledge articles to promote customer self-service and improve First Call Resolution of requests and incidents within the Service Desk   Must be a vailable for after hours and on-call support as needed to m aintain business continuity   Adher ing to Code of Conduct and Mission and Value statements   Successfully complet ing the required Corporate and Service Desk training objectives   Perform ing other duties as assigned     Requirements:    4 years of university or equivalent experience a plus but not r equired   General knowledge of IT technologies, cloud