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Serve as the first contact point within the Service Desk offering level one support to Sysco associates and internal customers via phone calls, self-service portal submissions, live chat support and manage non-critical single user escalation requests. Addresses and resolves reported non-major incidents and requests; logs all incidents and requests in ServiceNow. Reassigns tickets to other support groups where First Call Resolution is not possible.

Description

• 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.

• 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 or update knowledge articles to promote customer self-service and improve First Call Resolution of requests and incidents within 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.

Requirements

• 2 years of experience in Service Desk or similar environment .

• 4 years of college or equivalent experience a plus but not required.

• Bilingual – English and French required, with a minimum proficiency level of B2+ in both languages.

• Working shifts: Monday - Friday 12:30 PM to 21:00 PM Central Time (We move 1 hour ahead -11:30 AM- 20:00 PM -during Daylight Savings Time Nov – March. ).

• 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.

• 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.

• 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.

Note: Only candidates with Costa Rican nationality or valid immigration status will be considered; applicants residing outside Costa Rica will not be considered, and relocation is not available