ADMINISTRATOR L0(CONTRACT)

Wipro Technologies; Gangtok; Vor Ort; INR 300.000 - 420.000; Vollzeit

Zusammenfassung

Wipro Limited is seeking a dedicated Desktop Support professional to resolve, maintain, and manage client software/hardware and networks based on service requests within defined SLAs. You will respond to end-user tickets, perform solutioning, and ensure timely, high-quality service delivery.

Responsibilities include device configuration, root cause analysis, keeping systems up-to-date, and coordinating with on-site teams for complex issues to achieve zero escalations and client satisfaction.

Qualifikationen

• Experience in desktop, hardware, software support.
• Familiarity with ITIL/SLA concepts is a plus.
• Strong problem-solving and communication skills.

Aufgaben

• Ensure timely response to tickets raised by end users.
• Provide solutioning for service requests with quality parameters.
• Act as custodian of client infrastructure and devices to ensure proper functioning.
• Track tickets from acceptance to resolution within defined times.
• Perform root cause analysis and create corrective action plans.
• Provide acceptance and resolution for high-priority tickets.
• Install and configure software/hardware as required by requests.
• Maintain backups/logs and coordinate with on-site teams for complex issues.

Kenntnisse

Desktop Support

Jobbeschreibung

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Job Description:

Role Purpose

The purpose of the role is to resolve, maintain and manage client s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA s ensuring client satisfaction

Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client s network/ server/ system/ storage/ platform/ infrastructure and other equipment s to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Deliver

• No Performance Parameter Measure 1 100% adherence to SLA/ timelines
• Multiple cases of red time
• Zero customer escalation
• Client appreciation emails

Mandatory Skills: Desktop Support.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

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