Service Desk Analyst

About the role

Sysco LABS is seeking a Service Desk Analyst to act as the first point of contact for internal users. You will provide level‑one support via phone, email and live chat, handling non‑critical incidents and service requests while ensuring a positive customer experience.

Key responsibilities

• Log, triage and resolve non‑major incidents and requests in ServiceNow.
• Reassign tickets to appropriate support groups when first‑call resolution is not possible.
• Communicate professionally with users, documenting troubleshooting steps, impact and screenshots.
• Maintain case ownership and coordinate with other support resources to achieve timely resolution.
• Work assigned shift patterns, including 24x7 coverage, after‑hours and on‑call support.
• Meet or exceed performance metrics such as CSAT and QA scores.
• Continuously expand knowledge of corporate applications, hardware and Sysco’s technology landscape.
• Create knowledge‑base articles to improve self‑service and first‑call resolution rates.

Required profile

• Experience providing level‑one IT support to end users.
• Ability to work rotating shifts and be available for after‑hours/on‑call duties.
• Strong communication skills and a customer‑focused attitude.
• Willingness to learn and adapt to Sysco’s enterprise technology environment.

Required skills

• ServiceNow ticketing platform