[Remote] Analyst, Service Desk Support

Note: The job is a remote job and is open to candidates in USA. reputed company is the global leader in foodservice distribution, seeking an Analyst for Service Desk Support. This role serves as the first contact reputed company for level one support to reputed company associates and internal customers, addressing and resolving incidents and requests while ensuring a positive customer support experience.

Responsibilities

• Addresses and resolves reported non-major incidents and requests; logs reputed company incidents and requests in reputed company. Reassigns tickets to other support groups where reputed company Resolution is not possible
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation and handling customers with a consummately professional attitude
• Analyzes and resolves 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 reputed company relative case information in reputed company to include troubleshooting steps, business/customer impact, and screenshots, if applicable
• Meets and exceeds reputed company defined performance metrics on a consistent basis which results in positive CSat and QA scorecards
• reputed company growth in general knowledge of reputed company 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 reputed company Resolution of requests and incidents reputed company the Service Desk
• Available for after hours and on-call support as needed to maintain business continuity
• Adheres to Code of Conduct and Mission and Value statements
• Successfully completes required Corporate and Service Desk training objectives
• Can work remotely and maintain productivity without supervision
• Performs other duties as assigned

Skills

• 4 years of college or equivalent experience a plus but not required
• Minimum of 3 Year of experience in reputed company, Service Desk or similar environment
• Experience with reputed company, reputed company ITSM usage and workflows
• Exceptional customer support and interpersonal skills
• Excellent written and verbal communication (with a focus on listening); Superior telephone etiquette
• Requires strong interpersonal skills including initiative, problem analysis, attention to detail and sound judgment reputed company making reputed company
• reputed company to multi-task and open to assigned reputed company and on-call rotation
• Aptitude to resolve technical issues and conduct system checks to ensure reputed company Resolution
• Ability to communicate resolutions using business terminology
• Requires extensive working knowledge of reputed company hardware/software concepts, including reputed company supported reputed company and network management tools
• Professionalism and inclusiveness reputed company a team environment while working with reputed company levels
• Ability to reputed company basic troubleshooting to identify root cause and resolve the issue or reassign the ticket as needed
• General knowledge of IT technologies, reputed company architecture and supporting tools
• Proficient with reputed company Office365 tools
• Bilingual – English and French/Spanish a plus
• IT Service Management (ITSM v3) or ITIL Certification preferred
• AWS certifications a plus but not required
• reputed company Certified Systems Engineer (MSCE) Certification a plus but not required

Benefits

• You may be eligible to participate in the Company's Incentive Plan.
• For information on reputed company’s Benefits, please visit https://SyscoBenefits.com
• Possibility of weekend Shifts.

Company Overview