ADMINISTRATOR L0(CONTRACT)

Wipro; Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

Wipro Limited in Mumbai is seeking a focused Desktop Support professional to resolve, maintain and manage client software, hardware and network requests raised via end-user tickets. You will ensure timely response, provide solutioning and root-cause analysis to deliver solid service outcomes.

Join a leading global technology services company and contribute to zero-escalation support by installing, configuring, and maintaining client systems while meeting defined SLAs and ensuring customer

Qualifications

• Desktop Support required.
• Experience in resolving client tickets within defined SLAs.
• Ability to perform root cause analysis and drive timely resolutions.

Responsibilities

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as custodian of client network/server/system/storage/infrastructure and keep track of proper functioning
• Monitor ticket volume and ensure accurate solutioning within defined resolution timeframe
• Perform root cause analysis and create action plans to resolve issues
• Provide acceptance and immediate resolution to high priority tickets
• Install and configure software/hardware as per service requests
• Adhere to timelines to manage client expectations and avoid escalations
• Provide user access as requested to ensure timely solutioning
• Track tickets from acceptance to resolution per customer-defined times
• Maintain backups of data/logs and resources for quality solutions
• Coordinate with on-site team for complex issues and timely servicing
• Review logs gathered by chat bots to ensure timely resolution

Skills

Desktop Support

Job description

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.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at [e-mail] .

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.