Administrator - L1

Role Overview: The purpose of your role is to resolve, maintain, and manage clients' software, hardware, and 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 monitor their proper functioning and upkeep - Keep track of the number of tickets raised through various channels (dial home, email, chat, IMS) and provide the right solution within the defined resolution timeframe - Perform root cause analysis of the tickets raised and create an action plan to ensure proper problem resolution and client satisfaction - Provide immediate resolution to high priority tickets/services - Install and configure software/hardware requirements based on service requests - Adhere to timeliness as per the priority of each issue to manage client expectations and prevent escalations - Provide application/user access as per client requirements to ensure timely resolution - Track all tickets from acceptance to resolution stage as per the defined resolution time by the customer - Maintain timely backup of important data/logs and management resources to maintain client satisfaction - Coordinate with the on-site team for complex problem resolution and timely client servicing - Review the logs gathered by Chat BOTS and ensure timely resolution of all service requests/issues Qualifications Required: - Mandatory Skills: Desktop Support Additional Company Details: Wipro is building a modern end-to-end digital transformation partner with bold ambitions. The company is looking for individuals inspired by reinvention to join a business powered by purpose. Wipro encourages constant evolution and welcomes applications from people with disabilities. Join Wipro to realize your ambitions and design your own reinvention. Role Overview: The purpose of your role is to resolve, maintain, and manage clients' software, hardware, and 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 monitor their proper functioning and upkeep - Keep track of the number of tickets raised through various channels (dial home, email, chat, IMS) and provide the right solution within the defined resolution timeframe - Perform root cause analysis of the tickets raised and create an action plan to ensure proper problem resolution and client satisfaction - Provide immediate resolution to high priority tickets/services - Install and configure software/hardware requirements based on service requests - Adhere to timeliness as per the priority of each issue to manage client expectations and prevent escalations - Provide application/user access as per client requirements to ensure timely resolution - Track all tickets from acceptance to resolution stage as per the defined resolution time by the customer - Maintain timely backup of important data/logs and management resources to maintain client satisfaction - Coordinate with the on-site team for complex problem resolution and timely client servicing - Review the logs gathered by Chat BOTS and ensure timely resolution of all service requests/issues Qualifications Required: - Mandatory Skills: Desktop Support Additional Company Details: Wipro is building a modern end-to-end digital transformation partner with bold ambitions. The company is looking for individuals inspired by reinvention to join a business powered by purpose. Wipro encourages constant evolution and welcomes applications from people with disabilities. Join Wipro to realize your ambitions and design your own reinvention.