Role Overview

The Service Desk Support II (English & French) position at Sysco's Global Service Center in Costa Rica is a crucial role within the organization's IT support structure. This role acts as the first point of contact for Sysco associates and internal customers, providing essential level one support for a wide range of technical issues. The position requires a strong combination of technical skills, customer service expertise, and the ability to communicate effectively in both English and French. The primary responsibility of the Service Desk Support II is to address and resolve non-major incidents and requests, ensuring that users can continue their work with minimal disruption. This involves troubleshooting hardware and software issues, managing user accounts, and providing guidance on how to use various applications. The role also includes logging all incidents and requests in ServiceNow, the company's IT service management (ITSM) platform, and escalating tickets to other support groups when necessary.

A Day in the Life

A typical day for a Service Desk Support II might involve: * Answering phone calls and responding to self-service portal submissions and live chat inquiries from Sysco associates. * Troubleshooting hardware issues, such as computer problems, printer malfunctions, and network connectivity issues. * Diagnosing software problems, including application errors, operating system issues, and compatibility conflicts. * Assisting users with password resets, account unlocks, and access requests. * Providing guidance on how to use various software applications, such as Microsoft Office, email clients, and web browsers. * Documenting all interactions in ServiceNow, including troubleshooting steps, solutions, and customer feedback. * Escalating complex issues to other support groups, such as network engineers or application developers. * Creating and updating knowledge base articles to help users resolve common issues on their own. * Participating in team meetings to share knowledge and discuss best practices. * Staying up-to-date on the latest technology trends and Sysco's IT infrastructure. The role requires working shifts within the Monday to Friday 12:30 PM to 21:00 PM Central Time schedule (adjusting for Daylight Savings Time). Flexibility for after-hours and on-call support is also required to maintain business continuity.

Why Global Service Center, Costa Rica?

Sysco's Global Service Center in Costa Rica offers a dynamic and multicultural work environment. Costa Rica is known for its strong economy, stable government, and highly educated workforce. The country also boasts a high quality of life, with access to beautiful beaches, lush rainforests, and vibrant cities. Working at the Global Service Center provides an opportunity to collaborate with colleagues from diverse backgrounds and cultures. The center also offers excellent training and development opportunities, as well as competitive salaries and benefits.

Career Path

The Service Desk Support II position can serve as a stepping stone to other roles within Sysco's IT organization. Potential career paths include: * **Service Desk Support III:** This role involves handling more complex technical issues and providing mentoring to junior support staff. * **IT Support Analyst:** This role focuses on providing on-site technical support to end-users. * **System Administrator:** This role involves managing and maintaining the company's computer systems and networks. * **Network Engineer:** This role involves designing, implementing, and maintaining the company's network infrastructure. * **IT Project Manager:** This role involves managing IT projects from start to finish, ensuring that they are completed on time and within budget. Sysco is committed to providing its employees with opportunities for growth and development. The company offers a variety of training programs and resources to help employees advance their careers.

Salary & Benefits

The salary for the Service Desk Support II position at Sysco's Global Service Center in Costa Rica is competitive and commensurate with experience. While the exact salary range is not disclosed, similar roles in Costa Rica typically range from $25,000 to $45,000 USD per year. In addition to salary, Sysco offers a comprehensive benefits package that includes: * Health insurance (medical, dental, and vision) * Paid time off (vacation, sick leave, and holidays) * Retirement plan (401k) with company match * Employee stock purchase program * Life insurance * Disability insurance * Wellness programs * Employee assistance program (EAP) * Tuition reimbursement * Professional development opportunities * Employee discounts on Sysco products and services

Sysco Culture

Sysco is a company that values its employees. The company fosters a culture of teamwork, collaboration, and respect. Sysco is also committed to diversity and inclusion, and the company strives to create a work environment where all employees feel valued and respected. Sysco's mission is to be our customers' most valued and trusted business partner. The company achieves this mission by providing its customers with high-quality products and services, as well as exceptional customer support.

How to Apply

To apply for the Service Desk Support II (English & French) position at Sysco's Global Service Center in Costa Rica, please visit the Sysco careers website. On the website, you can search for the position by job title or location. Once you have found the position, you can submit your application online. Be sure to highlight your Service Desk and customer service experience, your proficiency in both English and French, and your knowledge of ServiceNow.

FAQ

**1. What are the key responsibilities of the Service Desk Support II?** The Service Desk Support II is responsible for providing level one technical support to Sysco associates and internal customers, addressing and resolving non-major incidents and requests, logging all interactions in ServiceNow, and escalating complex issues to other support groups. **2. What qualifications are required for this role?** The required qualifications include 2 years of experience in a Service Desk or similar environment, proficiency in English and French (B2+ level or higher), experience with ServiceNow ITSM usage and workflows, and exceptional customer support and interpersonal skills. **3. What is the work schedule for this position?** The work schedule is Monday - Friday 12:30 PM to 21:00 PM Central Time (adjusting for Daylight Savings Time). Flexibility for after-hours and on-call support is also required. **4. What is the salary range for this position?** While the exact salary range is not disclosed, similar roles in Costa Rica typically range from $25,000 to $45,000 USD per year. **5. What benefits does Sysco offer?** Sysco offers a comprehensive benefits package that includes health insurance, paid time off, retirement plan, employee stock purchase program, life insurance, disability insurance, wellness programs, employee assistance program, tuition reimbursement, and professional development opportunities. **6. What is the work environment like at Sysco's Global Service Center in Costa Rica?** The Global Service Center offers a dynamic and multicultural work environment with opportunities to collaborate with colleagues from diverse backgrounds and cultures. **7. What career paths are available for this role?** Potential career paths include Service Desk Support III, IT Support Analyst, System Administrator, Network Engineer, and IT Project Manager. **8. Does Sysco provide training and development opportunities?** Yes, Sysco is committed to providing its employees with opportunities for growth and development and offers a variety of training programs and resources. **9. Is remote work possible for this position?** Yes, the description indicates the ability to work remotely and maintain productivity without supervision. **10. What is the importance of French language skills for this role?** French language proficiency (B2+ or higher) is a mandatory requirement. It's critical for supporting French-speaking associates and customers.