Remote Service Desk Analyst | On-Call

US6469 Sysco Payroll, Division of Sysco Resources Services, LLC; Houston (TX); Ibrido; USD 55.000 - 70.000; Tempo pieno

Descrizione del lavoro

Sysco Corp. is seeking a Service Desk Analyst to serve as the first contact point for associates and internal customers, delivering level 0–1 support via phone and live chat while managing non-critical escalation requests.

You will log incidents in ServiceNow, work with other teams to achieve first call resolution, and maintain documentation, performance metrics, and knowledge articles. Responsibilities include after-hours/on-call support and ensuring professional service continuity.

Competenze

• Minimum 1 year of experience in a Service Desk or similar environment.
• Experience with ServiceNow ITSM usage and workflows.
• Exceptional customer support and interpersonal skills.
• Excellent written and verbal communication with strong telephone etiquette.
• Bilingual – English plus French/Spanish/Swedish is a plus.
• Strong problem analysis, initiative, and good judgment.
• Able to multi-task and support flexible hours and on-call rotation.
• Aptitude to resolve technical issues and perform system checks.
• Ability to communicate resolutions using business terminology.
• Basic knowledge of hardware/software concepts and MS tools.

Mansioni

• Addresses and resolves reported non-major incidents and requests; logs all incidents in ServiceNow.
• Reassigns tickets to other support groups when First Call Resolution is not possible.
• Creates a positive customer experience with professional communication and timely resolution.
• Analyzes incidents and requests regarding use of application software or hardware.
• Owns cases through engagement of other support staff to resolve incidents and fulfill requests.
• Supports 24x7x365 shift patterns for associates and internal customers.
• Documents case information in ServiceNow including troubleshooting steps and impact.
• Meets defined performance metrics resulting in positive CSat and QA scores.
• Develops knowledge articles to promote self-service and improve FCR.
• Available for after hours and on-call support as needed.
• Follows Code of Conduct and completes required training objectives.
• Can work remotely or within an office environment.

Conoscenze

ServiceNow ITSM

Customer service

Interpersonal skills

Written and verbal communication

First Call Resolution

On-call multitasking

Technical issue resolution

Business terminology communication

Hardware/software knowledge

Formazione

High School Diploma or equivalent

IT technologies basics, cloud architecture

ITSMv3 / ITIL cert a plus

CompTIA certs a plus

Office365 proficiency

Strumenti

ServiceNow ITSM

Microsoft Office365

Descrizione del lavoro

Sysco Corp. is seeking a Service Desk Analyst to serve as the first contact point for associates and internal customers, delivering level 0–1 support via phone and live chat while managing non-critical escalation requests.

You will log incidents in ServiceNow, work with other teams to achieve first call resolution, and maintain documentation, performance metrics, and knowledge articles. Responsibilities include after-hours/on-call support and ensuring professional service continuity.