Wipro Mumbai Hiring Administrator L0 (Contract) | Job ID 213193

Role Purpose

This role resolves, maintains and manages client software, hardware and network systems based on service requests raised by end users, following the defined SLAs and focusing on client satisfaction.

Responsibilities

• Ensure timely response to all tickets raised by client end users.
• Solve 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 number of 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 an action plan to resolve the underlying problem.
• Provide immediate acceptance and resolution for high priority tickets and services.
• Install and configure software and hardware based on service requests.
• Maintain 100% adherence to timelines based on issue priority, managing client expectations and ensuring zero escalations.
• Provide application and user access as per client requirements and requests.
• Track all tickets from acceptance to resolution within the time defined by the customer.
• Maintain timely backup of important data, logs and management resources to keep solutions at an acceptable quality.
• 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 SLA and timelines.
• Minimal instances of red time.
• Zero customer escalations.
• Client appreciation emails.

Mandatory skill: UxM - Nexthink.

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