Coordinator A Service Desk (Technical Support - Tier 3) (Job Number: 009876) US-IL-Danville Description At Walgreens, we help people get, stay and live well. That’s our core purpose and the difference we make in people’s lives every day. Our purpose has shaped the direction of our company since Charles R. Walgreen Sr. founded his first drugstore in 1901, and it still does today. Our team members make that purpose come to life in our more than 8,000 stores in all 50 states, the District of Columbia and Puerto Rico, in our call centers, distribution centers, clinics, specialty pharmacies, infusion and respiratory service locations and corporate offices. In fact, those daily demonstrations of our purpose have helped Walgreens become an industry leader and a household name. Walgreens has something for everyone who wants to build a successful career. Here, you’ll find supportive co-workers, an innovative environment and the tools you need to expand your skills, help build healthy communities and advance your career.
Responsible for providing the first point of contact for internal Walgreens customers, including retail locations, corporate facilities, distribution centers and other business groups within the Walgreens family of companies. Responsible for providing hardware, software, communication and procedural support over the phone and online in an effort to aid our business units in operating in an effective and efficient manner. Provides resolutions to problems in a professional, timely and cost effective manner. Available for on call support 24X7X365. Advanced experience with technical support.
Job Responsibilities (listed in order of importance and/or time spent)
Provides customer service through actively listening, showing empathy and attention to detail. Proactively, follows up on problems. Anticipates customer concerns. Recognizes consistent customer issues and proactively reports these to leadership team. Provides potential resolution suggestions and assists leadership team in delivering solutions.
Analyzes and identifies hardware, software, procedural and/or communication problems. Identifies trends in incidents and proactively reports to leadership team. Assists leadership team in resolving root cause of trends.
Maintains and applies knowledge of systems and tools necessary to troubleshoot problems while expanding current support skillset. Capable of independently handling all aspects of at least one major Walgreens system (e.g., Pharmacy, POS, Photo), as well as understanding and ability to work the key links between all systems or equivalent experience supporting systems. Handles complex problems easily engaging appropriate resources when necessary.
Communicates clearly, concisely and precisely verbally and in writing. Able to write executive level summaries when asked.
Documents and summarizes interactions with internal customers, accurately, for tracking and reporting purposes.
Adheres to and is a role model for department and company policies, procedures, and expectations particularly service level objectives. Assists in leading work group to meet or exceed expectations particularly in regards to service level objectives.
Navigates through a solution database and follows through on prescribed procedures to provide best possible answer for problems. Works with leadership team to improve the efficiency of the solution database.
Maintains a standard of productivity that is scaled on a monthly basis.
Works with and when appropriate leads employees within and outside the department to ensure the resolution or escalated of problems. When applicable assists with coaching work group members for enhanced team performance.
Provides suggestions for process and procedure improvement, as applicable. Works with leadership team to implement these improvements.
Basic Qualifications & Interests
High School Diploma/GED and at least 6 years of experience in a customer service position, and at least 4 years in a T1 technical support position.
Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).
Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).
Intermediate level skill in Microsoft PowerPoint (for example: applying a theme, formatting character spacing, inserting a picture, changing slide layout and theme colors, adding transitions, customizing slide numbers, changing chart style and/or formatting font).
Knowledge of e-mail system principles such as Microsoft Exchange.
Knowledge of networking principles and protocols (TCP/IP and IPX) in both LAN and WAN environments.
Knowledge of active directory (password resets and basic administration).
Experience in the use of the Remedy Trouble Ticket system or a similar trouble ticket call answer system.
Experience in support for remote users with printers, pc hardware, IT Services, etc. in a Microsoft Windows environment.
Experience with running reports from Remedy, Hummingbird or equivalent system.
Experience in laptop and desktop configurations.
Available to work weekends, holidays, and nights.
Experience supporting at least one major and two minor Walgreen’s system.
Experience participating in formal projects.
Experience coaching peers.
Experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails, letters, reports, presentations) to various audiences (work group, team, company management, prospective acquisitions, external clients).
Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
Preferred Qualifications & Interests
Bachelor’s Degree or Technical Training
Experience in business applications and infrastructure technical support.
Experience communicating in Spanish both verbally (on phone, one-on-one, to groups) and in writing (emails, letters, reports, presentations) to various audiences (work group, team, company management, prospective acquisitions, external clients).
Experience in an ITIL environment.
Experience in a Lean or Six Sigma environment.
Experience supporting at least 2 major Walgreen’s systems
Experience with at least one standard operating platform
At Walgreens, we help people get, stay and live well. That is our core purpose and the difference we make in people's lives every day. Our...