Applications Specialist for Global Service Desk Quality Assurance
Company: Careerbuilder-US
Location: Buffalo Grove
Posted on: January 16, 2023
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Job Description:
Our National IT Services department supports every part of our
organization - from Finance and Project Management to Logistics,
Operations, Warehouse and more. Our team of IT managers, analysts,
specialists and service desk technicians drive innovation and lend
their expertise to our people across the entire company, building
careers that are both challenging and rewarding.The ideal candidate
will work as part of the Quality Assurance team to establish and
refine the quality assurance procedures for the Global Service Desk
(GSD) that ensure that correct support procedures were executed,
accurate documentation is referenced, and appropriate information
provided to ensure efficient and effective support for our
customers.In addition to the US Process Solutions and US GSD
Operations teams, you will also collaborate with the NIT and IIT
teams as well as with counterparts at the Hungarian Global Service
DeskPosition Type: Full-TimeWork Location: -Aurora, ILThis role is
eligible to participate in ALDI's Hybrid Work Program, which allows
remote work up to 3 days per week -(i.e., work remotely up to 3
days per week; work in-office at least 2 days per week).Duties and
Responsibilities: Must be able to perform duties with or without
reasonable accommodation.--- -Member of the team that manages the
Quality Assurance process (Identifications of requirements, test
calls/tickets identified, calls and tickets reviewed, reporting of
findings).--- -Define what a quality call for the GSD encompasses
and how to measure the success of the agents.--- -Check calls and
tickets for compliance with IT policies and guidelines, as well as
accuracy and correctness of solution, timeliness of response, and
appropriate etiquette used.--- -Collaborate with Training,
Knowledge and other IT process owners to ensure the most accurate
information is available to all GSD operations for utilizing during
support calls.--- Resolves incidents and requests in a timely
manner; documents work and resolution steps within service
management tool.--- Escalates incidents and requests to appropriate
internal personnel or external vendors when further expertise is
required.--- Participates in the overall Information Technology
Infrastructure Library (ITIL) service management processes for
software and hardware solutions.--- Assists or coordinates with
national and international project delivery, including
documentation, testing, training, and deployment for software or
hardware solutions.--- Adheres to standards, policies, and
pre-established guidelines to perform the functions of the job.---
Collaborates with team members and communicates relevant
information to direct leader.--- Upholds the security and
confidentiality of documents and data within area of
responsibility.--- Other duties as assigned.Job Qualifications:
ALDI Acts Competencies:Perform within ALDI Acts competencies as
outlined below.--- Collaborates and Cooperates with Team: Commits
to and supports a collaborative and high-performing working
environment with peers and managers.--- Drives for Success: Seizes
opportunities and proactively takes concrete actions to complete
tasks. Goes the "extra mile" and persistently overcomes obstacles
to improve outputs.--- Focuses on the Customer: Seeks to understand
underlying customer needs to create value. Drives the team to
maintain focus on customers.--- Plans and Prioritizes: Sets
priorities and organizes information in order to efficiently and
effectively achieve positive results.--- Thinks Critically and
Resolves Problems: Responds to emerging problems in an accurate and
timely manner. Where possible, leverages available resources to
address situations before they occur.Job-specific
Competencies:Knowledge/Skills/Abilities--- Gives attention to
detail and follows instruction.--- Ability to stay organized and
multi-task efficiently.--- Ability to work both independently and
within a team environment. --- Establishes goals and works toward
achievement. --- Effective time management; maximizes
productivity.--- Ability to interpret and apply company policies
and procedures.--- Ability to understand overall data flow from
user specifications considering all input and output, hardware,
software and the operating environment. --- Proficient with office
productivity software. --- Develops and maintains positive
relationships with internal and external parties.--- Prepares
written materials to meet purpose audience. --- Ability to define
specifications from user requirements. -Education and
Experience:--- Bachelor's Degree or a combination of education and
experience providing equivalent knowledge required.Physical
Requirements:--- Work is performed in an office environment where a
computer, telephone and other office equipment are used as needed
to perform duties.--- Regularly required to sit, reach, grasp,
stand and move from one area to another.--- Constantly and
repeatedly use keyboard/mouse.--- Occasionally required to push,
pull, bend, lift and move up to 25 lbs.Travel:--- International &
Domestic travel required.--- Up to 10%.ALDI offers competitive
wages and benefits, including:
Keywords: Careerbuilder-US, Buffalo Grove , Applications Specialist for Global Service Desk Quality Assurance, Other , Buffalo Grove, Illinois
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