Service Desk Analyst
hace 2 semanas
Description of Responsibilities:
Addresses complex or advanced incidents referred by Service Desk Analysts, which may include detailed research, collaboration with support team leaderships, and using remote desktop access for troubleshooting.
Reassigns tickets as appropriate to the next level support team(s).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.
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.
Escalates requests received by Service Desk personnel to the appropriate levels of leadership for various Sysco support teams following established escalation criteria and processes, following up until the incident is resolved to the user's satisfaction.
Works shift patterns as assigned to support associates and internal customers 24x7x365.Provides support to Service Desk staff during after-hours shifts or when Team Leads are not available to assist with handling escalated calls, call spike scenarios, and additional duties as required to support daily operations.
Act as a mentor and trainer for junior associates by creating and presenting training on products and services. Create advanced knowledge articles to support First Call Resolution of requests and incidents within the Service Desk. 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.
Available for after hours and on-call support as needed to maintain business continuity. Successfully completes required Corporate and Service Desk training objectives Adheres to Code of Conduct and Mission and Value statements. Can work remotely and maintain productivity without supervision Performs other duties as assigned.Serves as a senior point of contact within the Service Desk, handling advanced technical processes and procedures.
Provides advanced level 1/level 2 support including escalation support and administrative support for the Service Desk team during after-hours shifts or when Team Leads are not available.
Requisitos:
Skills and Experience:
Minimum of 3 Years of experience in Service Desk or similar environment Can effectivity demonstrate advanced experience with ServiceNow ITSM usage and workflows Exceptional customer support and interpersonal skills Excellent Written and Verbal Communication; Superior telephone etiquette Bilingual - Spanish
- English (French/Swedish a plus) Requires strong interpersonal skills including taking the initiative, problem analysis, attention to detail and sound judgment when making decisions Ability to multitask and open to assigned flexible hours and oncall rotation Experience creating and presenting Service Desk training objectives Ability to resolve advanced technical issues, gather logs, and conduct system checks Ability to remotely control user PCs and perform basic technical troubleshooting using remote desktop access Ability to communicate resolutions using business terminology to engineers while presenting business impacts to leadership 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 advanced troubleshooting to identify root cause and resolve the issue or reassign the ticket as needed Experience with VMware Workspace One Access or other remote support tools
Educational requirements:
4 years of college or equivalent experience a plus but not required 3 years' experience on Service Desk or equivalent external work experience Demonstrates advanced 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 CompTIA A+ Certification preferred
Beneficios
WFH-2 days Office (Ultra park II: Lagunilla, Heredia) Private Medical Insurance Asociacion Solidarista Life Insurance Personal Day Off
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