Administrator - L1

Wipro Limited is a leading technology services and consulting company dedicated to developing innovative solutions that cater to the most complex digital transformation needs of clients. With a holistic portfolio of capabilities in consulting, design, engineering, and operations, Wipro assists clients in achieving their boldest ambitions and creating sustainable, future-ready businesses. With a global presence of over 230,000 employees and business partners in 65 countries, Wipro is committed to helping customers, colleagues, and communities thrive in a constantly evolving world. For more information, please visit www.wipro.com. The role's purpose is to resolve, maintain, and manage clients" software, hardware, and network based on the service requests raised by end-users within the defined SLAs to ensure client satisfaction. Key Responsibilities: - Ensure timely response to all tickets raised by the client end-user. - Solutioning of 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 and manage the number of tickets raised through various channels (dial home, email, chat, IMS) and provide the right solutions within the defined resolution timeframe. - Perform root cause analysis of tickets raised and develop action plans for issue resolution to enhance client satisfaction. - Provide immediate resolution for high-priority tickets/services. - Install and configure software/hardware requirements based on service requests. - Adhere to timeliness based on the priority of each issue to manage client expectations and prevent escalations. - Grant application/user access as per client requirements to facilitate timely solutions. - Track all tickets from acceptance to resolution stage within the defined resolution time. - Maintain timely backups of critical data/logs and management resources to ensure acceptable solution quality and maintain client satisfaction. - Coordinate with on-site teams for resolving complex problems and ensure timely client servicing. - Review logs collected by Chat BOTS to ensure timely resolution of service requests/issues. Performance Parameters: - 100% adherence to SLA/timelines. - Zero customer escalations. - Client appreciation emails. Mandatory Skills: BMC Helix ITSM At Wipro, we are building a modern organization focused on digital transformation. We are seeking individuals who are inspired by reinvention and are committed to evolving themselves, their careers, and their skills. Join us in our journey to continuously reinvent our business and industry. Come to Wipro to realize your ambitions in a purpose-driven environment that encourages you to design your own reinvention. Applications from individuals with disabilities are explicitly welcome.,