Hiring Immediately Help Desk Support
Location: Saint Charles
Posted on: September 22, 2022
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 Desk
Position Type: Full-Time
Work Location:Aurora, IL
This role is eligible to participate in ALDIs 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
Duties and Responsibilities:
Must be able to perform duties with or without reasonable
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
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.
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
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
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
Gives attention to detail and follows instruction.
Ability to stay organized and multi-task efficiently.
Ability to work both independently and within a team
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
Proficient with office productivity software.
Develops and maintains positive relationships with internal and
Prepares written materials to meet purpose audience.
Ability to define specifications from user requirements.
Education and Experience:
Bachelors Degree or a combination of education and experience
providing equivalent knowledge required.
Work is performed in an office environment where a computer,
telephone and other office equipment are used as needed to perform
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
International & Domestic travel required.
Up to 10%.ALDI offers competitive wages and benefits,
- 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 offer
ALDI 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
Keywords: ALDI, Elgin , Hiring Immediately Help Desk Support, Other , Saint Charles, Illinois
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