Associate Analyst, Service Desk Support - Houston
4 weeks ago
Job summary
Provide level 0 and level 1 support to Sysco associates via phone calls live chat support manage non-critical single user escalation requests addresses resolve reported incidents requests logs all incidents requests in ServiceNow reassigns tickets to other support groups where First Call Resolution is not possible creates a positive customer experience builds strong relationships ensures timely resolution handles customers professionally analyzes resolves incidents requests regarding application software hardware case ownership ensures incidents are resolved requests are filled communication is complete works shift patterns as assigned supports associates internal customers documents relative case information in ServiceNow meets exceeds performance metrics consistently resulting in positive CSat QA scorecards continuous growth general knowledge current corporate division facility-specific products increasing ability to resolve incidents first contact create update knowledge articles promote customer self-service improve First Call Resolution.
- Minimum of years of experience in Service Desk similar environment
- Experience with ServiceNow ITSM usage workflows
- Exceptional customer support interpersonal skills Excellent written verbal communication superior telephone etiquette Bilingual English French/Spanish/Swedish a plus requires strong interpersonal skills initiative problem analysis attention detail sound judgment when making decisions able multi-task open flexible hours on-call rotation aptitude resolve technical issues conduct system checks ensure First Call Resolution ability communicate resolutions business terminology requires basic working knowledge all hardware/software concepts supported Microsoft network management tools professionalism inclusiveness team environment while working all levels ability perform basic troubleshooting identify root cause resolve issue reassign ticket as needed High School Diploma equivalent required Basic knowledge IT technologies cloud architecture supporting tools IT Service Management Certification a plus but not required Comptia Certifications a plus but not required Proficient Microsoft Office365 tools.
Job description
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