Service Desk Analyst

JOB DESCRIPTION

Service Desk Analyst

The Big Picture

About Sysco LABS:

Sysco LABS is the Global In-House Center of Sysco Corporation (NYSE: SYY), the world’s largest foodservice company. Sysco ranks 55th in the Fortune 500 list and is the global leader in the trillion-dollar foodservice industry.

Sysco   operates   333 distribution centers across 10 countries, with 75,000 colleagues serving approximately 670,000 customer locations, including restaurants, healthcare and educational facilities, lodging establishments, entertainment venues and more. For fiscal year 2026, which ended June 27, 2026, the company generated sales of more than $84 billion.

Sysco LABS Sri Lanka delivers the technology that powers Sysco’s end-to-end operations.

Sysco LABS’ enterprise technology is present in the end-to-end foodservice journey, enabling 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 and the in-restaurant dining experience of the end-customer.

The Opportunity

We are currently on the lookout for a   Service Desk Analyst   to join our team.   The right candidate will have the responsibility of s erv ing   as the first contact point within the Service Desk offering level one support to Sysco associates and internal customers via phone calls, email submissions, live chat support and   will   manage non-critical single user escalation requests.

Responsibilities:

- Address ing   and resolv ing   reported non-major incidents and requests; log ging   all incidents and requests in ServiceNow ;   Reassign ing   tickets to other support groups where First Call Resolution is not possible

- Creat ing   a positive customer support experience and build ing   strong relationships through deep problem understanding, ensuring   timely   resolution or escalation and handling customers with a consummately professional attitude

- Analyz ing   and resolv ing   incidents and requests   regarding   the   use of application software or hardware

- Taking r esponsib ility   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

- Work ing   shift patterns as assigned to support associates and internal customers 24x7x365

- Document ing   all   relative   case information in ServiceNow to include troubleshooting steps, business/customer impact, and screenshots, if applicable

- Meet ing   and exceed ing   all defined performance metrics on a consistent basis which results in positive   CSat   and QA scorecards

- Ensuring c ontinuous growth in general knowledge of   the   current corporate, division, and facility-specific products,   and an   increasing ability to resolve incidents and requests on first contact

- Creat ing   knowledge articles to promote customer self-service and improve First Call Resolution of requests and incidents within the Service Desk

- Must be   a vailable for   after hours and on-call support as needed to   m aintain   business continuity

- Adher ing   to Code of Conduct and Mission and Value statements

- Successfully complet ing the   required   Corporate and Service Desk training objectives

- Perform ing   other duties as assigned

Requirements:

- 4 years of university or equivalent experience a plus but not   r equired

- 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

- Minimum of 1 Year of experience in Service Desk or similar environment

- 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

- Bilingual – English and French/Spanish a plus

- S trong interpersonal skills including initiative, problem analysis, attention to detail and sound judgment when making decisions

- Must be able to work remotely and   maintain   productivity without supervision

- The a b ility   to multi-task and open to assigned flexible hours and on-call rotation

- Should   possess   the a ptitude to resolve technical issues and conduct system checks to ensure First Call Resolution

- The a bility to communicate resolutions using business terminology

- E xtensive 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

- The a bility to perform basic troubleshooting to   identify   root cause and resolve the issue or reassign the ticket as needed

Benefits:

- Performance-based annual bonus

- Performance rewards and recognition

- Agile Benefits - special allowances for Health, Wellness & Academic purposes

- Entertainment allowance

- Team engagement allowance

- Comprehensive Health & Life Insurance Cover - extendable to parents and in-laws

- Hybrid work arrangement

Sysco LABS is an Equal Opportunity Employer.