Service Desk Coordinator (Remote)

Job Summary:
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.
Job Responsibility:

• Documents and summarizes interactions and troubleshooting steps with internal customers, accurately, for tracking and reporting purposes.
• Adheres to department and company policies, procedures, and expectations particularly service level objectives.
• Works with employees within and outside the department to ensure the resolution of escalated of problems.
• When applicable, provides suggestions for process and procedure improvement.
• Analyzes and identifies technical hardware, software, procedural and/or communication problems.
• Develops, maintains, and applies technical IT knowledge of systems and tools necessary to troubleshoot problems.
• Communicates technical resolutions clearly, concisely and precisely verbally and in writing.
• Navigates through a solution database and follows through on prescribed procedures to provide best possible answer for problems.
• Provides customer service through actively listening, showing empathy and attention to detail. Proactively, follows up on problems. Anticipates customer concerns.
• Maintains a standard of productivity that is scaled on a monthly basis.

An Equal Opportunity Employer, including disability/veterans
About Walgreens Boots Alliance
Walgreens Boots Alliance (Nasdaq: WBA) is a global leader in retail pharmacy, impacting millions of lives every day through dispensing medicines, and providing accessible, high-quality care. With more than 170 years of trusted healthcare heritage and innovation in community pharmacy, the company is meeting customers’ and patients’ needs through its convenient retail locations, digital platforms and health and beauty products.
Including equity method investments, WBA has a presence in more than 25 countries, employs more than 450,000 people and has more than 21,000 stores.
WBA’s purpose is to help people across the world lead healthier and happier lives. The company is proud of its contributions to healthy communities, a healthy planet, an inclusive workplace and a sustainable marketplace. WBA is a participant of the United Nations Global Compact and adheres to its principles-based approach to responsible business.
WBA is included in FORTUNE’s 2021 list of the World’s Most Admired Companies*. This is the 28th consecutive year that WBA or its predecessor company, Walgreen Co., has been named to the list.
More company information is available at www.walgreensbootsalliance.com.
Basic Qualifications

• Basic level PC skills.
• Basic level skill in Microsoft Word.
• Experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails and reports) to various audiences (work group, team, company management, external clients).
• Basic level of technical aptitude (for example: understanding basic logical strategies behind finding solutions for technical programs)
• Available to work weekends, holidays, and nights.
• Basic level skill in Microsoft Excel.
• Ability to adapt to a fast pace environment that is constantly changing.
• High School Diploma/GED and at least 2 years of experience in a customer service position.

Preferred Qualifications

• Experience in a Lean or Six Sigma environment.
• Experience in an ITIL environment.
• Experience in business applications and infrastructure technical support.
• Bachelor’s Degree or Technical Training.
• Experience communicating in Spanish both verbally (on phone, one-on-one, to groups) and in writing (emails and reports) to various audiences (work group, team, company management, external clients).