ADMINISTRATOR L2

Wipro; Mumbai; On-site; INR 300,000 - 500,000; Full time

Job summary

A leading technology firm in Mumbai is seeking a dedicated professional to manage client software and hardware support. The ideal candidate will have 1-3 years of experience in resolving service requests, ensuring client satisfaction through effective ticket management, timely problem resolution, and adherence to SLAs. This role offers the opportunity to work in a dynamic environment that values digital transformation and innovation.

Qualifications

• 1-3 years of experience in managing software/hardware/network issues.
• Strong knowledge of SLA adherence and client satisfaction management.
• Ability to conduct root cause analysis and implement solutions.

Responsibilities

• Resolve client tickets in accordance with defined SLA timelines.
• Maintain and manage client software/hardware/network systems.
• Provide acceptance and immediate resolution for high priority tickets.
• Coordinate with onsite team for complex problem resolution.

Skills

Client ticket management

Root cause analysis

Software/hardware installation

Timely response to service requests

Coordination with onsite teams

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.