Walmart Global Tech India Looking for Tech Support Analyst I at Chennai, Tamil Nadu Full Time

Imagine working in an environment where one line of code can make life easier for hundreds of millions of people and put a smile on their face. That’s what we do at Walmart Global Tech. We’re a team of 15,000+ software engineers, data scientists and service professionals within Walmart, the world’s largest retailer, delivering innovations that improve how our customers shop and empower our 2.3 million associates. To others, innovation looks like an app, service or some code, but Walmart has always been about people. People are why we innovate, and people power our innovations.Being human-led is our true disruption.

Our Team

The Associate Digital Experience (ADE) team manages the Campus Technology and Client Services(End user computing) support for the organization. We support a large heterogenous enterprise environment that support Windows, MAC and Linux based end user systems and corporate network, server and virtualization environments.

Responsibilities:
1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns

2. Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins

3. Identify and escalate tickets requiring urgent attention and action

4. Log all contacts and document all the activities and results accurately and completely within the incident management tool

5. Deal with and resolve helpdesk requests

6. Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner

7. To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles

8. Open to working in a 24×7 environment with rotating shifts and rotating weeks off

Qualifications:
1. An ITIL certification is preferable.

2. Bachelor’s Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical training or work experience.

Requirements:
1. 2-5 yrs of previous experience in IT helpdesk(Voice)

2. Excellent communications skills (verbal and written)

3. Knowledge on ITIL Framework and Terminologies

4. Knowledge on Windows, Mac operating systems & VDI environments

5. Demonstrated problem solving capabilities

6. Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner

7. Flexible and Open to working in a 24×7 environment with rotating shifts and rotating weeks off including holidays

8. Self-motivated achiever who gains satisfaction from providing excellent customer service

9. Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies

10. Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates

11. Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc..

12. Excellent organizational skills

13. Continually develops and maintains technical skills to ensure high quality levels of technical support for end users.

Key Performance Indicators / Measures of Success

1. Achieve agreed targets in terms of quality

2. SLA attainment, Ageing tickets

3. Ensure stable and well performing system environment

4. MTTR, FCR/FTR, XPR

5. Apply professional competencies to administrate and optimize the assigned system environment.

Walmart Inc. is an Equal Opportunity Employer – By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.