ADMINISTRATOR L1

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

Job summary

A leading IT services firm is seeking a dedicated individual to manage and resolve client software, hardware, and network issues. The ideal candidate will ensure timely responses to service requests and maintain client satisfaction through effective problem-solving and adherence to defined SLAs. This role requires coordination with various teams to ensure seamless service and client appreciation. Candidates should have experience in a similar role and possess excellent communication skills.

Qualifications

• Experience in managing client software/hardware/network effectively.
• Strong problem-solving skills and adherence to quality parameters.
• Ability to handle high-pressure situations and maintain client satisfaction.

Responsibilities

• Ensure timely response to all tickets raised by clients.
• Perform root cause analysis of issues and create action plans.
• Coordinate with teams for complex problem resolution.

Job description

Job Description

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.

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

NoPerformance ParameterMeasure

• 100% adherence to SLA/ timelines
• Multiple cases of red time
• Zero customer escalation
• Client appreciation emails