IT Service Desk Agent
Company: ALDI
Location: Downers Grove
Posted on: September 21, 2022
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Job Description:
Technology drives ALDI. And our National IT Services department
drives our technology. As part of this team, your innovations will
touch every part of our organization from Finance and Project
Management to Logistics, Operations, Warehouse and more. Working
with a team of IT Managers, Analysts, Specialists and Service Desk
Technicians, youll help drive cutting-edge initiatives that will
ensure the success of our company and your career.
In this role as an IT Service Desk Agent, you are the face of IT
support for ALDI employees in the US and Australia. You will
receive calls and electronic tickets from ALDI employees working
throughout the business who are experiencing IT related issues and
require assistance. These issues can range from ordering toner to
supporting servers within the store. You will be a part of a team
known as the Global Service Desk (GSD), where most of the support
calls will focus around ALDIs Point of Sale system and back office
equipment. The ideal candidate will have experience supporting
customers, troubleshooting over the phone, and providing a best in
class employee experience. The Global Service Desk team operates
24/7 and qualified candidates should be comfortable working any
shift. After completion of the training program, a consistent
schedule will be assigned to each IT Service Desk Agent team
member. ALDI is looking for someone who collaborates well with
other team members and brings positive energy to solving IT issues.
ALDI encourages employee growth and career development and this
role comes with opportunities to advance into more technical
positions at ALDI.
Position Type:Full-Time
Starting Wage:$21.00 per hour
Work Location:Fully Remote - Illinois Resident or within driving
distance to Aurora, IL (Office location 1245 Corporate Blvd) -This
role is eligible to participate in ALDIs Hybrid Work Program, which
allows remote work up to7days per week.
Duties and Responsibilities:
Must be able to perform duties with or without reasonable
accommodation.
Answers incoming support requests regarding hardware, software or
network issues in a timely manner; creates a ticket and documents
issue through full and timely resolution.
Provides support to National Services Offices, divisions and/or
stores and contacts appropriate internal personnel or external
vendors when further expertise is required.
Notifies direct leader of recurring issues providing suggested
process improvements.
Escalates to the appropriate level of support and/or management
when necessary.
Adheres to standards, policies, and pre-established guidelines to
perform the functions of the job.
Performs all assigned tasks accurately, efficiently, and in
accordance with applicable policies and procedures.
Maintains confidentiality and privacy of employee and company
sensitive data.
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 direct leaders.
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. Supports the office to maintain focus on
customers.
Organizes and Executes with Accuracy: Leverages a systematic,
efficient and organized approach while ensuring quality and
accuracy of 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.
Excellent verbal and written communication skills.
Ability to prioritize and work under strict deadlines.
Ability to work both independently and within a team
environment.
Ability to stay organized and multi-task efficiently.
Ability to interpret and apply company policies and procedures.
Knowledge of IT systems.
Proficient with office productivity software.
Develops and maintains positive relationships with internal and
external parties.
Prepares written materials to meet purpose and audience.
Education and Experience:
High School Diploma / GED required 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:
No travel required.ALDI offers competitive wages and benefits,
including:
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
law.Required
Keywords: ALDI, Downers Grove , IT Service Desk Agent, Sales , Downers Grove, Illinois
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