- 1+ years
Serve as the first contact point within the Service Desk offering level 0 and level 1 support to Sysco associates and internal customers via phone calls, live chat support and manage non-critical single user escalation requests.
Responsibilities
- 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.
- Creates a positive customer support experience and builds strong relationships through clear 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.
Requirements
- High School Diploma or equivalent required
- Nice to have: IT Service Management (ITSMv3) or ITIL Certification
- Nice to have: Comptia Certifications