Wipro is Hiring Administrator L0 (Contract) in Mumbai

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 within the required time.
• Solve service requests while maintaining quality standards.
• Act as the custodian of client networks, servers, systems, storage, platforms, 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.
• Perform root cause analysis on raised tickets and create action plans to resolve problems and keep clients satisfied.
• Give immediate acceptance and resolution to 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 based on client requirements and requests.
• Track all tickets from acceptance to resolution within the time defined by the customer.
• Back up important data, logs and management resources on schedule to keep solutions at an acceptable quality.
• Coordinate with the on-site team on complex problem resolution and timely client support.
• Review logs gathered by chatbots and make sure 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.