ADMINISTRATOR L2

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

Job summary

A leading global IT services company is seeking professionals to resolve and manage client software, hardware, and network issues based on service requests. The role requires ensuring timely responses to client tickets, maintaining quality in service deliverables, and providing effective solutions. Candidates should have 1-3 years of experience in similar roles and possess strong problem-solving skills. This is a rewarding opportunity to join an innovative team committed to client satisfaction, located in Hyderabad, Telangana.

Qualifications

• 1-3 years of experience in managing client software/hardware/network.
• Proficient in handling service requests and ensuring client satisfaction.
• Strong analytical skills to perform root cause analysis.

Responsibilities

• Ensure timely response to all tickets raised by clients.
• Provide high-quality solutions to service requests.
• Track all tickets from acceptance to resolution.

Skills

Client service orientation

Problem-solving

Software installation

Network management

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.

Responsibilities

• Ensure timely response of all 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 to keep track 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 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 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 onsite team for complex problem resolution and ensure timely client servicing
• Review logs which Chat BOTS gather and ensure all service requests/issues are resolved in a timely manner

Deliverables

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

Experience

1-3 Years

About the Company

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.