ADMINISTRATOR L3

Wipro; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Job summary

A leading IT services company in Hyderabad is seeking an experienced professional to manage client software and hardware requests, ensuring high levels of client satisfaction. The role requires responding to service tickets promptly, performing root cause analysis for issue resolution, and coordinating with on-site teams. Ideal candidates should have 3-5 years of relevant experience and strong problem-solving skills. This position adheres strictly to service-level agreements to minimize escalations and enhance client experience.

Qualifications

• 3-5 years of experience in IT support or client services.
• Strong problem-solving skills with a focus on client satisfaction.
• Ability to manage software/hardware/network issues efficiently.
• Willingness to coordinate with on-site teams.

Responsibilities

• Respond to client tickets in a timely manner.
• Provide solutions to service requests while maintaining quality.
• Monitor client infrastructure for optimal functioning.
• Perform root cause analysis and resolve issues effectively.
• Coordinate with on-site teams for problem resolution.
• Provide acceptance and immediate resolution to high-priority tickets/service requests
• Install and configure software/hardware according to service requests
• Maintain 100% adherence to timelines per issue priority to manage client expectations and minimize escalations
• Provide application/user access as per client requirements to ensure timely solutions
• Track all tickets from acceptance to resolution per the customer’s defined resolution time
• Maintain timely backups of important data/logs and resources to ensure quality solutions
• Coordinate with on-site teams for complex problem resolution and timely client servicing
• Review logs gathered by chatbots and ensure all service requests/issues are resolved promptly

Skills

Ticketing systems

Customer support

Root cause analysis

Tools

Monitoring tools

Job description

Overview

The purpose of the role is to resolve, maintain and manage client’s software/hardware/network based on service requests raised from the end-user as per defined SLAs, ensuring client satisfaction.

Responsibilities

• Respond to tickets raised by the client end users in a timely manner
• Provide service requests solutioning while maintaining quality parameters
• Act as custodian of the client’s network/server/system/storage/platform/infrastructure and other equipment to monitor functioning and upkeep
• Monitor the number of tickets (dial-in, email, chat, IMS) and provide right solutions within defined resolution timeframes
• Perform root cause analysis of tickets and create an action plan to resolve issues and ensure client satisfaction
• Provide acceptance and immediate resolution to high-priority tickets/service requests
• Install and configure software/hardware according to service requests
• Maintain 100% adherence to timelines per issue priority to manage client expectations and minimize escalations
• Provide application/user access as per client requirements to ensure timely solutions
• Track all tickets from acceptance to resolution per the customer’s defined resolution time
• Maintain timely backups of important data/logs and resources to ensure quality solutions
• Coordinate with on-site teams for complex problem resolution and timely client servicing
• Review logs gathered by chatbots and ensure all service requests/issues are resolved promptly

Performance/Deliverables

• 100% adherence to SLA/timelines
• No customer escalations
• Client appreciation emails

Experience

3-5 Years