Service Desk Analyst at Sysco LABS - Colombo, Sri Lanka

Role Overview

As a Service Desk Analyst at Sysco LABS in Colombo, Sri Lanka, you will be the first point of contact for Sysco associates and internal customers needing technical support. This role is crucial for ensuring the smooth operation of Sysco's technology infrastructure. You will provide Level 1 support via phone, email, and live chat, logging all incidents and requests in ServiceNow. Your ability to quickly analyze and resolve issues, or escalate them appropriately, will directly impact the productivity and satisfaction of Sysco’s workforce. A strong customer service orientation, technical aptitude, and the ability to thrive in a fast-paced environment are essential for success in this position.

A Day in the Life

Here’s what a typical day might look like as a Service Desk Analyst:

• Morning: Arrive and review the ticket queue in ServiceNow. Prioritize urgent or high-impact issues. Respond to new email and chat requests from Sysco associates needing assistance.
• Mid-Morning: Troubleshoot basic technical issues, such as password resets, account unlocks, and application errors. Provide clear and concise instructions to users to help them resolve their problems.
• Lunch: Take a break to recharge.
• Afternoon: Work on more complex issues, such as network connectivity problems or hardware malfunctions. Collaborate with other IT support teams to escalate and resolve issues that cannot be addressed at Level 1. Document solutions in the knowledge base for future reference.
• Late Afternoon: Continue to monitor the ticket queue and respond to incoming requests. Prepare a summary of the day’s activities and any outstanding issues for the next shift. Participate in team meetings to discuss process improvements and share knowledge.

Why Colombo, Sri Lanka?

Colombo is a vibrant and dynamic city offering a unique blend of cultural heritage and modern amenities. As a hub for technology and innovation, Colombo provides ample opportunities for professional growth and development. Working at Sysco LABS in Colombo means being part of a global team while enjoying a high quality of life, affordable cost of living, and access to beautiful beaches and scenic landscapes. The city’s welcoming atmosphere and diverse community make it an ideal place to live and work.

Career Path

The Service Desk Analyst role is an excellent starting point for a career in IT support at Sysco LABS. From this position, you can advance to roles such as:

• Level 2 Support Analyst: Handle more complex technical issues and provide advanced troubleshooting.
• System Administrator: Manage and maintain Sysco’s IT infrastructure, including servers, networks, and applications.
• IT Support Team Lead: Supervise and mentor a team of Service Desk Analysts.
• IT Project Manager: Lead IT projects, ensuring they are completed on time and within budget.

Salary and Benefits

Sysco LABS offers a competitive salary and benefits package to attract and retain top talent. The salary range for a Service Desk Analyst in Colombo, Sri Lanka, typically falls between $25,000 and $45,000 USD annually, depending on experience and qualifications. In addition to salary, Sysco provides a comprehensive benefits package that includes:

• Health insurance (medical, dental, vision)
• Paid time off (vacation, sick leave, holidays)
• Retirement savings plan (401k) with company match
• Life insurance and disability coverage
• Employee assistance program (EAP)
• Professional development opportunities
• Training and certification programs
• Employee discounts on Sysco products and services
• Wellness programs
• Flexible work arrangements (if applicable)

Sysco Culture

Sysco LABS fosters a culture of innovation, collaboration, and continuous learning. We are committed to providing our employees with the resources and support they need to succeed. Our core values include:

• Customer Focus: We are dedicated to providing exceptional service to our customers.
• Integrity: We conduct our business with honesty and transparency.
• Teamwork: We work together to achieve common goals.
• Excellence: We strive for excellence in everything we do.
• Innovation: We embrace new ideas and technologies.

How to Apply

If you are interested in joining the Sysco LABS team as a Service Desk Analyst, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant skills and experience, and explain why you are a good fit for the role.

Frequently Asked Questions (FAQ)

1. What are the key responsibilities of a Service Desk Analyst?

   The key responsibilities include providing Level 1 technical support, logging incidents and requests in ServiceNow, troubleshooting basic technical issues, and escalating complex issues to other support teams.

2. What qualifications are required for this role?

   A bachelor's degree in Information Technology, Computer Science, or a related field is preferred. A minimum of 1-2 years of experience in a Service Desk or Help Desk environment is also required.

3. What skills are important for success in this role?

   Important skills include technical troubleshooting, customer service, communication skills, time management, and the ability to work effectively in a team environment.

4. What is the typical career path for a Service Desk Analyst?

   From this role, you can advance to positions such as Level 2 Support Analyst, System Administrator, IT Support Team Lead, or IT Project Manager.

5. What is the salary range for this position?

   The salary range for a Service Desk Analyst in Colombo, Sri Lanka, typically falls between $25,000 and $45,000 USD annually.

6. What benefits does Sysco LABS offer?

   Sysco LABS offers a comprehensive benefits package that includes health insurance, paid time off, a retirement savings plan, life insurance, and professional development opportunities.

7. What is the work environment like at Sysco LABS?

   Sysco LABS fosters a culture of innovation, collaboration, and continuous learning. We are committed to providing our employees with the resources and support they need to succeed.

8. How does Sysco LABS support employee growth and development?

   We offer professional development opportunities, training and certification programs, and mentorship opportunities to help our employees grow and advance their careers.

9. What is the application process for this role?

   Please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant skills and experience, and explain why you are a good fit for the role.

10. What opportunities are there to work on cutting-edge technology?

    Sysco LABS is at the forefront of innovation in the foodservice industry, and our employees have the opportunity to work on cutting-edge technologies such as cloud computing, artificial intelligence, and data analytics.