Service Desk Support II – IT Help Desk Analyst

About the role

The Service Desk Support II will be the first point of contact for Sysco associates and internal customers, delivering level‑one IT support via phone, email, live chat and handling non‑critical single‑user escalations.

Key responsibilities

• Log, triage and resolve non‑major incidents and service requests in ServiceNow.
• Escalate tickets to appropriate support groups when first‑call resolution is not possible.
• Maintain accurate documentation of troubleshooting steps, impact and resolution details.
• Create knowledge‑base articles to improve self‑service and first‑call resolution rates.
• Participate in required corporate and Service Desk training.
• Provide after‑hours and on‑call support as needed to ensure business continuity.
• Meet and exceed performance metrics, contributing to positive CSAT and QA scores.

Required profile

• Bachelor’s degree in IT, Information Systems, Business Administration or equivalent experience.
• At least 1 year of experience in Service Desk operations or IT support.
• Excellent English communication skills (B2+).
• Availability to work Monday‑Friday, 7:00 AM‑3:30 PM Costa Rica time.
• Commitment to adhere to corporate code of conduct and values.

Required skills

• ServiceNow ticketing platform.

What we offer

• Opportunity to grow technical knowledge across Sysco’s product portfolio.
• Collaborative environment with global teams.