Administrator L1

Role Overview: The purpose of your role is to resolve, maintain, and manage clients" software/hardware/network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction. Key Responsibilities: - Ensure timely response to all the tickets raised by the client end user. - Solutioning of service requests by maintaining quality parameters. - Act as a custodian of clients" 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 the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction. - Provide acceptance and immediate resolution to the high priority tickets/service. - Install and configure software/hardware requirements based on service requests. - Maintain 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. Qualifications Required: - Ability to adhere to SLA/timelines with multiple cases of red time. - Zero customer escalations. - Client appreciation emails. Additional Details: "Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.",