ADMINISTRATOR L1

Wipro; Mumbai; On-site; INR 400,000 - 700,000; Full time

Job summary

A leading IT service company in Mumbai is seeking a dedicated professional to resolve and manage client software and hardware requests. The successful candidate will be responsible for timely response to service tickets, maintaining quality parameters, and ensuring client satisfaction through efficient problem resolution. This role demands adherence to service level agreements and the ability to coordinate with teams for complex issues. Ideal for those with excellent client management skills and experience in software/hardware installations.

Qualifications

• Experience in managing client requests and ensuring satisfaction.
• Ability to perform root cause analysis and problem resolution.
• Proficient in configuring software and hardware installations.

Responsibilities

• Ensure timely response to all client tickets.
• Maintain quality parameters in service solutioning.
• Coordinate with the on-site team for complex issues.
• Adhere to service level agreements (SLAs) for client satisfaction.
• Perform root cause analysis and create an action plan to resolve issues and ensure client satisfaction.
• Provide acceptance and immediate resolution to high priority tickets.
• Installing and configuring software/ hardware requirements based on service requests.
• Maintain 100% adherence to timeliness per issue priority to manage client expectations.
• Provide user access as per client requirements for timely solutioning.
• Track all tickets from acceptance to resolution as per defined resolution time.
• Maintain timely backup of data/logs and management resources for quality solutions.
• Coordinate with on-site team for complex problem resolution and timely client servicing.
• Review logs collected by Chat BOTS to ensure all requests are resolved timely.

Skills

Client management

Root cause analysis

Software/hardware installation

Timeliness adherence

Problem resolution

SLA adherence

Tools

MS Office

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