Sysco LABS Sri Lanka

We are currently on the lookout for a Service Desk Analyst to join our team.

You will serve as the first point of contact within Service Desk, offering level-one support to Sysco associates and internal customers via phone calls, email submissions, and live chat support, and manage non-critical single-user escalation requests.

The Role:

Address and resolve reported non-major incidents and requests; log all incidents and requests in ServiceNow. Reassign tickets to other support groups where First Call Resolution is not possible.
Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation and handling customers with a consummately professional attitude.
Analyze and resolve incidents and requests regarding use of application software or hardware.
Responsible 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.
Works shift patterns as assigned to support associates and internal customers 24x7x365.
Documents all relative case information in ServiceNow to include troubleshooting steps, business/customer impact, and screenshots, if applicable.
Meets and exceeds all defined performance metrics on a consistent basis which results in positive CSat and QA scorecards.
Continuous growth in general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve incidents and requests on first contact.
Create knowledge articles to promote customer self-service and improve First Call Resolution of requests and incidents within Service Desk.
Available for after hours and on-call support as needed to maintain business continuity.
Adhere to Code of Conduct and Mission and Value statements.
Successfully complete required Corporate and Service Desk training objectives.
Can work remotely and maintain productivity without supervision
Performs other duties as assigned.

The Profile:

Minimum of 1 Year of experience in Service Desk or a similar environment.
Experience with ServiceNow ITSM usage and workflows.
Exceptional customer support and interpersonal skills.
Excellent written and verbal communication skills (with a focus on listening); superior telephone etiquette.
Bilingual – English and French/Spanish a plus.
Requires strong interpersonal skills including initiative, problem analysis, attention to detail, and sound judgment when making decisions
Able to multi-task and open to assigned flexible hours and on-call rotation.
Aptitude to resolve technical issues and conduct system checks to ensure First Call Resolution.
Ability to communicate resolutions using business terminology.
Requires 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.
Ability to perform basic troubleshooting to identify root cause and resolve the issue or reassign the ticket as needed.

Educational 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.

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 58,000 associates, the company operates approximately 343 distribution facilities worldwide and serves more than 650,000 customer locations. For fiscal 2021 that ended July 3, 2021, the company generated sales of more than $51 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’s 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.