Service Desk Technician

As the leading foodservice provider across the island of Ireland, Sysco’s success is driven by a team of passionate and dedicated individuals who go above and beyond to deliver every day.

We don’t just deliver food and drink to our customers. We deliver new thinking, technology and talent to our industry. We deliver opportunities - to ourselves and to our colleagues ensuring that we can all thrive in work and beyond. 

We are now looking for new talent to join us as we continue to grow, innovate and deliver. 

Service Desk Technician

We are excited to offer a fantastic opportunity for a Service Desk Technician. Sysco Technology Ireland is a technology-focused team within Sysco International, dedicated to reimagining foodservice through innovation, by using customer and market intelligence, data-driven insights and agile technology development, we are able to rethink the entire foodservice ecosystem.

The Ireland Technology team is a group of 40+ specialists (engineers, architects, consultants, analysts, project managers and developers) and collaborate with the wider Global Sysco Technology team which consists of over 1,600 technologists. 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 the career they have always wanted.

The role requires a candidate who will be:

• Self-motivated and results driven
• Team Player
• Analytical

If you are ready for a challenge, we want to hear from you.

Apply today and discover what your career could look like with Sysco Ireland.

Key Accountabilities:

Overview:

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 an ability to troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new applications, among other duties. 

Responsible for:

• Interacting with end-users face to face, over the phone or by e-mail 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 (printers, scanners, thin clients, mobile phones etc.). 
• Speaking to customers to quickly get to the root of their problem. 
• Providing timely and accurate customer feedback. 
• Supporting the roll-out of new applications. 
• Managing multiple cases at one time. 
• Testing and evaluating new technologies. 
• Taking ownership of customer issues reported and seeing problems through to resolution. 
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues. 
• Diagnose and troubleshoot technical issues, including account setup and configuration. 
• Ensure all issues are properly logged. 
• Prioritize and manage several open issues at one time. 
• Document technical knowledge for our Knowledge base. 

Requirements: 

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role. 
• This position requires 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. 
• Ability to quickly establish good working relationships with users and team members. 
• BSc degree in Computer Science, Information Technology or relevant field is preferable. 
• ITIL Certification is desirable. 

Sysco Ireland Culture

• Customer Focus: We deeply understand our customers' needs, continuously looking at ways to deliver real value.
• Building Relationships: We foster strong, effective relationships across teams, always working together. We embrace change and support each other through it.
• Clear Communication: We communicate clearly and effectively, ensuring our message resonates.
• A Passion for Food: We source and deliver food and drink that inspires excellence and creativity in kitchens for the most memorable dining experiences. 

The duties and responsibilities outlined in this job description are neither definitive nor restrictive and may change in detail from time-to-time to meet the changing needs of the business.

Sysco is an equal opportunity employer.

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