ADMINISTRATOR L1

Wipro; Mumbai; Vor Ort; INR 600.000 - 900.000; Vollzeit

Zusammenfassung

A leading IT services provider in India is looking for a dedicated professional to manage and resolve client software, hardware, and network issues based on service requests. You will ensure adherence to service level agreements (SLAs) while maintaining high-quality standards and client satisfaction. Strong analytical skills and experience in troubleshooting are essential for this role, which requires timely responses and effective communication with clients.

Qualifikationen

• Proven experience in managing client software and hardware.
• Strong analytical skills for troubleshooting and problem resolution.
• Ability to adhere to strict timelines and quality standards.

Aufgaben

• Resolve client software/hardware/network issues based on service requests.
• Ensure timely response to all client tickets.
• Maintain records of client interactions and ticket resolutions.

Kenntnisse

Client management

Timely ticket resolution

Root cause analysis

Software/hardware installation

Jobbeschreibung

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