ADMINISTRATOR L3

Wipro; Mumbai; On-site; INR 500,000 - 800,000; Full time

Job summary

A leading IT services provider is seeking a professional to manage client’s software, hardware, and network. The role requires 3-5 years of experience, focusing on prompt resolution of service requests and maintaining adherence to SLA timelines. Responsibilities include client ticket resolution, performing root cause analysis, and coordinating with on-site teams for problem-solving. Successful candidates will demonstrate efficient ticket management and a commitment to achieving high client satisfaction.

Qualifications

• 3-5 years of experience in client services or technical support role.
• Ability to manage multiple service requests efficiently.
• Experience in software/hardware/network management.

Responsibilities

• Resolve, maintain, and manage client's software/hardware/network.
• Ensure timely response to client tickets and perform root cause analysis.
• Coordinate with on-site team for complex problem resolutions.

Skills

Client satisfaction

Root cause analysis

Ticket management

Timeliness and adherence to SLA

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

Do

• 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

Deliver

NoPerformance Parameter Measure: 1. 100% adherence to SLA/timelines. Multiple cases of red time. Zero customer escalation. Client appreciation emails.

Experience: 3-5 Years