Service Desk Technician
We are excited to offer a fantastic opportunity for a Service Desk Technician at Sysco Technology Ireland.
Sysco Technology Ireland is a technology-focused team within Sysco International, dedicated to reimagining foodservice through innovation, customer and market intelligence, data-driven insights, and agile technology development.
* We believe that our success is primarily due to the support and development of our people, as well as the modern technologies we use.
* Being a part of Sysco means we retain an international focus that offers our employees great opportunities to learn, develop, and pursue their career goals.
Main Responsibilities:
The main responsibility of this role is to support the Sysco Technology Ireland team and provide technical support to all internal and external users in an appropriate and professional manner.
As a Service Desk Technician, you should have a technical background combined with customer service experience.
* A problem-solving attitude with the ability to troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new applications.
* Interacting with end-users face-to-face, over the phone or by email to assist in troubleshooting technical issues.
* Record, update, and document incidents and requests in the Service Desk ticketing system.
* Share and contribute to creating and updating a support knowledge base.
* Adhere to standard procedures for escalation of unresolved issues with the appropriate internal and external teams.
* Install, configure, and troubleshoot all supported computer operating systems, software, and peripheral devices.
* Provide timely and accurate customer feedback.
* Support the roll-out of new applications.
* Managing multiple cases at one time.
* Testing and evaluating new technologies.
Requirements:
* Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
* Excellent verbal and written communication, along with professional customer relationship skills and the ability to interact with stakeholders at all levels across the business.
* Experience with remote desktop applications and help desk software.
* Experience in working under Service Level Agreements (SLAs).
* Ability to give instructions to a non-technical audience.
* Ability to be flexible to work after hours as required and be on an on-call schedule.
* Excellent problem-solving and communication skills.
* Ability to provide step-by-step technical help, both written and verbal.
* BSc degree in Computer Science, Information Technology or relevant field is preferable.
* ITIL Certification is desirable.