Overview
Job Description
Role Purpose: The purpose of the role is to resolve, maintain and manage client's software, hardware, and network based on service requests raised from end-users, as per defined SLAs, ensuring client satisfaction.
Do
- Ensure timely response to all tickets raised by client end users.
- Solution service requests while maintaining quality parameters.
- Act as custodian of client's network, server, system, storage, platform, and infrastructure to track proper functioning and upkeep.
- Monitor the number of tickets raised (dial home, email, chat, IMS) and ensure correct solutioning within defined resolution timeframes.
- Perform root cause analysis of tickets and create action plans to resolve problems, ensuring client satisfaction.
- Provide acceptance and immediate resolution for high-priority tickets or services.
- Install and configure software and hardware based on service requests.
- Adhere 100% to timeliness based on issue priority, managing client expectations and ensuring zero escalations.
- Provide application and user access as per client requirements to ensure timely solutioning.
- Track all tickets from acceptance to resolution as per customer-defined resolution times.
- Maintain timely backups of important data, logs, and management resources to ensure acceptable solution quality.
- Coordinate with on-site teams for complex problem resolution and timely client servicing.
- Review logs from Chat BOTS and ensure all service requests and issues are resolved in a timely manner.
Deliver
| No | Performance Parameter | Measure |
| 1 | 100% adherence to SLA/timelines, multiple cases of red time, zero customer escalation, client appreciation emails. |
Mandatory Skills: Desktop Support.
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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Wipro
Wipro Limited is a leading global information technology, consulting, and business process services company headquartered in Bengaluru, India. Founded in 1945, Wipro has evolved from a vegetable oil manufacturer into one of the world’s most respected IT services firms. With a workforce of over 250,000 employees across six continents, the company delivers innovative solutions in areas such as cloud computing, artificial intelligence, cybersecurity, data analytics, and enterprise application services. Wipro’s mission is to help clients succeed in a changing world by leveraging technology, deep industry expertise, and a commitment to sustainability and social responsibility.
Recognized as one of the top IT service providers globally, Wipro has consistently ranked among the leaders in Gartner Magic Quadrants and other industry benchmarks. The company has made significant strides in digital transformation initiatives, renewable energy adoption, and diversity and inclusion programs. In recent years, Wipro has expanded its global footprint through strategic acquisitions and partnerships, strengthening its capabilities in high-growth areas such as digital engineering and cloud-native services.
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