Service Desk Support II (English & French)

JOB DESCRIPTION

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.
• English and French proficiency (B2+ level or higher) is a mandatory requirement for this role. Only candidates meeting this requirement will be considered.
• 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.

Benefits:

• Hybrid position requiring on-site work three days per week (Location: Ultra Park II, Lagunilla, Heredia)
• Private Medical Insurance
• Asociacion Solidarista
• Life Insurance
• Personal Day Off

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