Building, updating, and maintaining knowledge baseDocumenting technical and ITIL processes and procedures, project and program information, and resolutions/workaroundsAnalysis of relevant logs, tracing and extracting relevant detailsCreating analytics reportsMaintaining software consistencyIdentify, facilitate and implement process improvement ideas to improve efficiencyConduct training sessions for implementing improved troubleshooting proceduresPlan, develop, stand up, support, and promote collaborative tools and techniques such as communities of practice to facilitate sharing of ideas and work among internal teams and external partnersAct as primary point of contact for specific practice groups

Supporting NCR technicians in repairing and maintaining networks, routers, switches, registers, self check-outs, computers and other network devices connected to Walmart store network. Team scope also consists of hardware, networking, application and procedural support as well as support to L1 Walmart help desk.

Providing front end and back office equipment support to Walmart Canada associates. Equipment such as SCO's, scales, Xerox printers etc. and basic application support for the Canadian stores.

* Remotely servicing wide range of units and peripherals such as: PC’s, thin clients, printers, portable printers, and other non POS equipment from some of the world’s elite manufacturers: Lexmark, HP, Dell, Zebra, Motorola, Hobart, Ingenico, IBM.*Multitasking between in / out calls, chats, escalations and various special projects, while helping out new colleagues and other teams if necessary* Working together with other teams to remotely resolve clients issues as quickly as possible and achieve top quality customer service* Creating a relationship with the client on every call in order to provide maximum customer satisfaction