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Applications Specialist for Global Service Desk Quality Assurance

Company: Careerbuilder-US
Location: Buffalo Grove
Posted on: January 16, 2023

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:

  • 401(k) Plan
  • Company 401(k) Matching Contributions
  • Employee Assistance Program (EAP)
  • PerkSpot National Employee Discount Program In addition, eligible employees are offered:
    • Medical, Prescription, Dental & Vision Insurance
    • Generous Vacation Time & 7 Paid Holidays
    • Short and Long-Term Disability Insurance
    • Life, Dependent Life and AD&D Insurance
    • Voluntary Term Life InsuranceClick here to learn more about the benefits ALDI has to offerALDI is committed to equal opportunity for all employees and applicants. As a proud Equal Opportunity Employer (EOE), we do not discriminate based on race, color, national origin, ancestry, citizenship status, religion, sex, sexual stereotyping, sexual orientation, gender, gender identity, gender expression, age, marital status, mental or physical disability, medical condition, genetic information, military or veteran status, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), or any other protected characteristic. Employment may be contingent upon ALDI's receipt of an acceptable and job-related drug test, motor vehicle report, and/or reference check, as applicable and permissible by law.

Keywords: Careerbuilder-US, Buffalo Grove , Applications Specialist for Global Service Desk Quality Assurance, Other , Buffalo Grove, Illinois

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