Wipro Hiring Administrator L0 (Contract) in Delhi NCR

Job Description

The purpose of this role is to resolve, maintain and manage client software, hardware and network systems based on service requests raised by end users, following the defined SLAs and ensuring client satisfaction.

Key Responsibilities

• Respond to all tickets raised by client end users in a timely manner.
• Provide solutions for service requests while maintaining quality parameters.
• Act as custodian of the client's network, server, system, storage, platform, infrastructure and other equipment, tracking their proper functioning and upkeep.
• Monitor the tickets raised through dial home, email, chat and IMS, ensuring correct solutions within the defined resolution timeframe.
• Perform root cause analysis of tickets and create action plans to resolve problems and keep the client satisfied.
• Give immediate acceptance and resolution to high priority tickets and services.
• Install and configure software and hardware based on service requests.
• Meet every issue's priority timelines in full to manage client expectations and ensure zero escalations.
• Provide application and user access as per client requirements to keep solutioning timely.
• Track all tickets from acceptance through resolution within the time defined by the customer.
• Maintain timely backups of important data, logs and management resources so the solution meets acceptable quality standards.
• Coordinate with the on-site team for complex problem resolution and timely client servicing.
• Review logs gathered by chat bots and ensure all service requests and issues are resolved promptly.

Performance Measures

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