ADMINISTRATOR L3

Wipro; Mumbai; On-site; INR 500,000 - 700,000; Full time

Job summary

A leading technology services company in Mumbai is looking for IT professionals to manage and resolve client software/hardware requests. The role involves ensuring timely responses to service tickets, performing root cause analysis, and maintaining service quality to uphold client satisfaction. Candidates should have 3-5 years of experience, particularly in Microsoft Active Directory administration. The role prioritizes adherence to SLA and ensures zero escalations from clients.

Qualifications

• 3-5 years of experience is required.
• Experience in managing client’s software/hardware/network.
• Ability to resolve service requests as per SLA.

Responsibilities

• Ensure timely response of all tickets raised by the client end user.
• Perform root cause analysis of tickets raised.
• Install and configure software/hardware based on service requests.

Skills

Microsoft Active Directory Admin

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

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 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 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 tickets raised and create an action plan to resolve the problem to ensure client satisfaction
• Provide an 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 solution 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

Deliverables / Performance Metrics

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

Required Skills

Microsoft Active Directory Admin

Experience

3-5 Years