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 in a timely manner.
• Provide solutions to service requests while maintaining quality standards.
• Act as 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, making sure they are solved within the defined resolution timeframe.
• Carry out root cause analysis of 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.
• Adhere to priority-based timelines for every issue to manage client expectations and ensure zero escalations.
• Provide application and user access as per client requirements to ensure timely resolution.
• 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 solutions meet acceptable quality standards.
• Coordinate with the on-site team for complex problem resolution and timely client servicing.
• Review logs gathered by chatbots 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.