Key skills
AWSITSMServiceNow
About this role
Role Overview
- Address and resolve non-major incidents and service requests, logging all activity in ServiceNow
- Deliver excellent customer service and professional support
- Escalate or reassign unresolved incidents to appropriate teams
- Analyse and resolve hardware/software issues using standard tools and methods
- Document case details clearly in ServiceNow, including steps taken and customer impact
- Meet/exceed defined performance metrics including CSat and QA standards
- Continuously build knowledge of company-specific products and services
- Create/update knowledge articles to support First Call Resolution and self-service
- Participate in after-hours and on-call rotations to ensure 24/7 support coverage
- Complete training objectives and uphold Sysco’s Mission and Values
Requirements
- Bilingual
- English and French (required)
- Good experience in a Service Desk or similar IT support environment
- Experience using ServiceNow ITSM workflows
- Detail-oriented with solid judgment and initiative
- Ability to troubleshoot and resolve technical issues independently
- Knowledge of Microsoft Office365 and standard network tools
- Familiarity with ITIL principles
- Degree or equivalent experience preferred.
- ITIL V4 / ITSM certification preferred.
- AWS and Microsoft MCSE certifications are a plus.
Tech Stack
- AWS
- ITSM
- ServiceNow
Benefits
- At Sysco International everyone is welcome.
- We actively celebrate the unique talents of each and every colleague.
- We implement adjustments to our recruitment process to support candidates.