Sysco LABS Sri Lanka

THE BIG PICTURE

Sysco LABS is the captive innovation center for Sysco Corporation (NYSE:SYY), a Fortune 100 company and the world’s largest foodservice provider with 72,000+ associates, 330+ distribution centers and over 725,000 customers in 90 countries. For fiscal 2023 that ended July 1, 2023, Sysco generated over $76 billion in sales.

Sysco LABS powers Sysco’s farm-to-fork operations and our 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.

Our technology ecosystem spans 600+ applications, monitoring and incident management across 10,000+ servers, multi-cloud – multi-platform event streaming and microservices architecture, and enterprise-grade systems that power a catalog of over 1.4 million products, 330+ distribution centers and a fleet of 14,000 IoT-enabled delivery trucks, and more.

Everything we do at Sysco LABS supports Sysco’s Purpose of ‘Connecting the world to share food and care for one another’, and our technology directly impacts millions of food consumers in a trillion-dollar, global industry.

THE OPPORTUNITY

The Service Desk Analyst will serve 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 managing non-critical single user escalation requests.

WHAT YOU WILL BE DOING

Addressing and resolving reported non-major incidents and requests; logging all incidents and requests in ServiceNow and 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 current corporate, division, and facility-specific products, 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
Being available for after-hours and on-call support as needed to maintain business continuity
Adhering to the Code of Conduct and Mission and Value statements
Successfully completing the required Corporate and Service Desk training objectives

REQUIREMENTS

4 years of college 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 certifications a plus but not required
Microsoft Certified Systems Engineer (MSCE) Certification a plus but not required
Proficient with Microsoft Office365 tools
Minimum of 1 Year of experience in Service Desk or similar environment
Experience with ServiceNow ITSM usage and workflows
Exceptional customer support and interpersonal skills
Excellent written and verbal communication (with a focus on listening); Superior telephone etiquette
Bilingual – English and French/Spanish a plus
Strong interpersonal skills including initiative, problem analysis, attention to detail and sound judgment when making decisions
The ability to multi-task and open to assigned flexible hours and on-call rotation
The aptitude to resolve technical issues and conduct system checks to ensure First Call Resolution
The ability to communicate resolutions using business terminology
Extensive working knowledge of all hardware/software concepts, including all supported Microsoft and network management tools
Professionalism and inclusiveness within a team environment while working with all levels
The ability to perform basic troubleshooting to identify a root cause and resolve the issue or reassign the ticket as needed
Can work remotely and maintain productivity without supervision
Perform other duties as assigned

WHAT AWAITS YOU AT SYSCO LABS

An attractive base compensation package comfortably above market rates
Performance rewards and recognition
Comprehensive healthcare coverage
A health and wellness allowance
A team outing allowance
Paid birthday leave
Learning and development allowance
Overseas travel opportunities and exposure to client environments
A progressive culture that promotes work-life harmony and personal development

Sysco LABS is an Equal Opportunity Employer.