Wipro Hiring Administrator L0 (Contract) in Chennai

Job Description

The purpose of this role is to resolve, maintain and manage the client's software, hardware and network based on service requests raised by end users, in line with the defined SLAs and with a focus on client satisfaction.

Key Responsibilities

• Respond to all tickets raised by client end users in a timely manner.
• Solve service requests while maintaining quality standards.
• Act as the custodian of the client's network, server, system, storage, platform, infrastructure and other equipment, tracking their proper functioning and upkeep.
• Monitor the number of tickets raised through dial home, email, chat and IMS, and make sure they are solved within the defined resolution timeframe.
• Carry out root cause analysis on raised tickets and create action plans to fix problems and keep clients satisfied.
• Accept and immediately resolve high priority tickets and services.
• Install and configure software and hardware based on service requests.
• Meet timelines based on issue priority to manage client expectations and avoid escalations.
• Provide application and user access as per client requirements.
• Track all tickets from acceptance to resolution within the time defined by the customer.
• Back up important data, logs and management resources on schedule so the solution meets acceptable quality standards.
• Coordinate with the on-site team on complex problem resolution and ensure timely client service.
• Review logs gathered by chat bots and make sure all service requests and issues are resolved promptly.

Performance Measures

• 100% adherence to SLAs and timelines.
• Minimal instances of missed resolution times.
• Zero customer escalations.
• Client appreciation emails.

Mandatory Skills: Desktop Support.

Wipro is building a modern company as an end-to-end digital transformation partner. We look for people who are inspired to reinvent themselves, their careers and their skills.