Job Summary: 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.

Description of 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.

• Works shift patterns as assigned to support associates and internal customers 24x7x365.

• 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 or within an office environment and maintain productivity without supervision

• Performs other duties as assigned.

Qualifications:

Education

• High School Diploma or equivalent required.

• 4 years of college or equivalent experience preferred

• IT Service Management (ITSMv3) or ITIL.

• CompTIA certifications (A+, Network+, Security+).

• AWS certifications.

• Microsoft Certified Systems Engineer (MCSE).

Experience

• Minimum of 1 years in a Service Desk or similar environment (ServiceNow ITSM usage and workflows required).

Languages

• Bilingual – English required (minimum proficiency B2+ CEFR).

Work Schedule

• Monday–Friday, 6:30 AM – 2:30 PM Central Time. During Daylight Savings (March–November), shifts adjust to 7:00 AM – 3:30 PM.

• Must be flexible with assigned hours and open to on-call rotation.

Technical Skills

• Basic knowledge of IT technologies, cloud architecture, and supporting tools.

• Proficient with Microsoft Office365 tools.

• Strong working knowledge of hardware/software concepts, Microsoft tools, and network management.

• Ability to perform basic troubleshooting to identify root causes, resolve issues, or reassign tickets as needed.

Customer Service & Communication

• Exceptional customer support and interpersonal skills.

• Excellent written and verbal communication with strong listening skills.

• Superior telephone etiquette.

• Ability to communicate resolutions using clear business terminology.

Problem-Solving & Collaboration

• Strong interpersonal skills including initiative, problem analysis, attention to detail, and sound judgment.

• Aptitude to resolve technical issues and conduct system checks to ensure First Call Resolution.

• Professionalism and inclusiveness in a team environment, working effectively with all levels.

Benefits:

• Hybrid (3 days Office/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