Wipro Hiring Administrator L0 (Contract) in Nasik, Maharashtra

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, within 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 parameters.
• 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 resolve 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 the priority of each issue to manage client expectations and ensure zero escalations.
• Provide application and user access as per client requirements to ensure timely solutions.
• Track all tickets from acceptance to resolution within the resolution time set by the customer.
• Maintain timely backups of important data, logs and management resources so solutions meet 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 red time
• Zero customer escalations
• Client appreciation emails

Wipro Limited is a leading technology services and consulting company focused on building innovative solutions for clients' digital transformation needs, with over 230,000 employees and business partners across 65 countries.