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 candidate to manage and resolve client’s software, hardware, and network issues. The role requires 3-5 years of experience and the ability to respond promptly to client requests in accordance with defined SLAs, ensuring utmost client satisfaction. Responsibilities include monitoring ticket resolution, performing root cause analysis, and providing timely solutions. Join us to contribute to maintaining high service standards.

Qualifications

• 3-5 years of experience in handling software, hardware, and network issues.
• Ability to respond promptly to client tickets and requests.
• Strong problem-solving skills and root cause analysis.

Responsibilities

• Respond to tickets raised by the client end users in a timely manner.
• Provide service requests solutioning while maintaining quality parameters.
• Monitor the number of tickets and provide right solutions within defined timeframes.
• Perform root cause analysis of tickets and create action plans to resolve issues.
• Provide acceptance and immediate resolution to high-priority tickets.
• 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

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