ADMINISTRATOR L1

Wipro; Mumbai; On-site; INR 350,000 - 600,000; Full time

Job summary

A leading IT services company in Mumbai is seeking candidates for a role focused on managing and maintaining client software, hardware, and network systems. The responsibilities include timely resolution of service requests, providing efficient client communication, and adhering to defined SLAs to ensure high client satisfaction. Successful candidates will have experience in client management, troubleshooting, and coordination with support teams. This role emphasizes problem-solving and responsiveness to client needs.

Qualifications

• Experience in managing software, hardware and network issues per defined SLAs.
• Ability to perform root cause analysis and develop action plans.
• Strong client communication skills and adherence to timelines.

Responsibilities

• Ensure timely response to client tickets and service requests.
• Maintain proper functioning of client’s systems and infrastructure.
• Coordinate with on-site teams for complex problem resolution.

Skills

Client management

Network maintenance

Software troubleshooting

Hardware configuration

Time management

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