Administrator L0 (Contract) at Wipro Indore - Apply Now

Job Description

Role Purpose

The purpose of the role is to resolve, maintain and manage client's software/hardware/network based on the service requests raised from the end-user as per the defined SLAs, ensuring client satisfaction.

Do

• Ensure timely response to all the tickets raised by the client end user.
• Service requests solutioning by maintaining quality parameters.
• Act as a custodian of client's network/server/system/storage/platform/infrastructure and other equipment to keep track of their proper functioning and upkeep.
• Keep a check on the number of tickets raised (dial home/email/chat/IMS), ensuring right solutioning as per the defined resolution timeframe.
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction.
• Provide an acceptance and immediate resolution to the high priority tickets/service.
• Install and configure software/hardware requirements based on service requests.
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations.
• Provide application/user access as per client requirements and requests to ensure timely solutioning.
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer.
• Maintain timely backup of important data/logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction.
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing.
• Review the log which Chat BOTS gather and ensure all the service requests/issues are resolved in a timely manner.

Deliver

Performance Parameter: 100% adherence to SLA/timelines, multiple cases of red time, zero customer escalation, client appreciation emails.