ADMINISTRATOR L3

Wipro; Mumbai; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading IT services company is looking for a professional to manage and resolve client software, hardware, and network issues based on service requests. The role requires 3-5 years of experience and a commitment to adhering to defined SLAs to ensure client satisfaction. The successful candidate will respond to client tickets, provide quality solutions, and maintain the functioning of the client's infrastructure while minimizing escalations.

Qualifications

• 3-5 years of relevant experience in managing client software/hardware/network based on service requests.
• Excellent problem-solving skills with the ability to perform root cause analysis.
• Experience in client interaction and maintaining quality service delivery.

Responsibilities

• Respond to tickets raised by the client end users promptly.
• Provide solutions while adhering to quality parameters and timelines.
• Monitor client infrastructure and ensure proper functioning.

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