ADMINISTRATOR L1

Wipro; Bengaluru; On-site; INR 550,000 - 900,000; Full time

Job summary

A technology services company in India is seeking an individual to manage and resolve clients' software, hardware, and network issues based on service requests. The role requires adherence to SLAs, timely responses to client tickets, and coordination with on-site teams for complex problems. Candidates should possess strong troubleshooting abilities and ensure client satisfaction at all times. This position offers an opportunity for career reinvention within a forward-thinking digital services environment.

Qualifications

• Strong understanding of service request solutions and client satisfaction.
• Ability to manage and maintain hardware/software/network based on user requests.
• Experience in performing root cause analysis for ticket resolution.
• Coordinate with on-site teams to meet client expectations and avoid escalations.

Responsibilities

• Ensure timely responses to all tickets raised by clients.
• Act as custodian of client's network/system to track proper functioning.
• Provide solutions for high-priority tickets.
• 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 client satisfaction.
• Provide 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.

Job description

The purpose of the role is to resolve, maintain and manage clients’ software/hardware/network based on the service requests raised from the end‑user as per the defined SLAs, ensuring client satisfaction.

Responsibilities

• Ensure timely response of all tickets raised by the client end user.
• Service request solutioning while maintaining quality parameters.
• Act as a custodian of client’s network/server/system/storage/platform/infrastructure and other equipment to track 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 client satisfaction.
• Provide 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.

Deliverables

No Performance Parameter Measure: 100% adherence to SLA/timelines, multiple cases of red time, zero customer escalation, client appreciation emails.

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.