Administrator L3

Wipro; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading IT services provider in Hyderabad is seeking a mid-senior level IT professional to manage and resolve client software, hardware, and network issues. The ideal candidate has 3-5 years of experience and must ensure quality service response within defined SLAs, maintaining client satisfaction and performing root cause analysis for resolution. This role offers a full-time employment opportunity and involves close coordination with on-site teams.

Qualifications

• 3-5 years of experience in IT service management.
• Strong ability to manage client relationships and solve technical issues.
• Experience in metrics related to SLA adherence.

Responsibilities

• Ensure timely response to all support tickets raised by clients.
• Maintain quality while solutioning service requests.
• Conduct root cause analysis and create action plans for resolution.
• Coordinate with on-site teams for complex issues.
• Installation and configuration of software and hardware.

Skills

Timely response to tickets

Quality solutioning

Root cause analysis

Client communication

Installation and configuration

Job description

Overview

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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

Job Description

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 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

Performance Metrics

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

Experience

3-5 Years

About Wipro

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.

Job Details

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: IT Services and IT Consulting