Wipro is Hiring Administrator L0 (Contract) in Chennai

Job Description

This role is responsible for resolving, maintaining and managing the client's software, hardware and network based on service requests raised by end users, within the defined SLAs, to ensure client satisfaction.

Key Responsibilities

• Respond to all tickets raised by client end users in a timely manner.
• Resolve 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 volume of tickets raised through dial home, email, chat and IMS, and make sure they are solved correctly within the defined resolution timeframe.
• Carry out root cause analysis of tickets and build action plans to fix problems and keep clients satisfied.
• Accept and immediately resolve high priority tickets and services.
• Install and configure software and hardware as required by service requests.
• Meet every priority timeline to manage client expectations and avoid escalations.
• Provide application and user access according to client requirements and requests.
• 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 stays at an acceptable quality.
• Coordinate with the on-site team on complex problem resolution and timely client servicing.
• Review the 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.