Administrator - L1

Role Overview: The role of an Administrator - L1 at Wipro Limited involves resolving, maintaining, and managing clients" software/hardware/network based on service requests raised from end-users. The primary focus is on ensuring client satisfaction by adhering to defined SLAs. Key Responsibilities: - Ensure timely response to all tickets raised by client end-users - Solutioning service requests while maintaining quality parameters - Act as a custodian of clients" network/server/system/storage/platform/infrastructure and other equipment to ensure proper functioning and upkeep - Monitor the number of tickets raised and provide the right solutions within defined resolution timeframes - Conduct root cause analysis of tickets raised and create action plans for problem resolution - Provide immediate resolution to high-priority tickets/services - Install and configure software/hardware based on service requests - Adhere to timeliness for each issue to manage client expectations and prevent escalations - Provide application/user access as per client requirements for timely solutioning - Track tickets from acceptance to resolution stage based on customer-defined resolution times - Maintain timely backups of important data/logs and management resources to ensure acceptable quality solutions and client satisfaction - Coordinate with on-site team for complex problem resolution and ensure timely client servicing - Review logs gathered by Chat BOTS to ensure timely resolution of service requests/issues Qualification Required: - 100% adherence to SLA/timelines - Zero customer escalations - Client appreciation emails Additional Company Details: Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions for clients" complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro helps customers, colleagues, and communities thrive in an ever-changing world. The company is committed to reinventing itself and empowering employees to design their own reinvention, making it a business powered by purpose. Applications from people with disabilities are explicitly welcome.,