Overview
Job Description
Role Purpose: The purpose of this role is to resolve, maintain, and manage client software, hardware, and network issues based on service requests raised by end users, ensuring client satisfaction and adherence to defined SLAs.
Responsibilities
- Ensure timely response to all tickets raised by client end users.
- Provide service request solutions while maintaining quality parameters.
- Act as custodian of client network, server, system, storage, platform, and infrastructure equipment, tracking their proper functioning and upkeep.
- Monitor the number of tickets raised (via dial home, email, chat, IMS) and ensure correct resolution within the defined timeframe.
- Perform root cause analysis of tickets and create action plans to resolve problems, ensuring client satisfaction.
- Provide immediate acceptance and resolution for high-priority tickets and services.
- Install and configure software and hardware as per service requests.
- Adhere 100% to timelines based on issue priority, managing client expectations and avoiding escalations.
- Provide application and user access as per client requirements to ensure timely resolution.
- Track all tickets from acceptance to resolution, following customer-defined resolution times.
- Maintain timely backups of important data, logs, and management resources to ensure solution quality and client satisfaction.
- Coordinate with on-site teams for complex problem resolution and timely client servicing.
- Review logs gathered by Chat BOTS to ensure all service requests and issues are resolved promptly.
Performance Parameters
| 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.
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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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Websitewipro.com