Administrator - L2

The role of resolving, maintaining, and managing clients" software/hardware/network based on service requests raised from end-users is crucial for ensuring client satisfaction and meeting defined SLAs. As a part of this role, you will be responsible for ensuring timely response to all tickets raised by clients, maintaining quality parameters while resolving service requests, and acting as a custodian of clients" network/server/system/storage/platform/infrastructure to ensure proper functioning and upkeep. It will be essential to keep track of the number of tickets raised through various communication channels and provide the right solution within defined resolution timeframes. Root cause analysis of raised tickets and creating action plans to resolve problems will be a key aspect of this role to ensure client satisfaction. Immediate resolution to high-priority tickets/services, installation and configuration of software/hardware requirements, and providing application/user access as per client requirements are among the responsibilities. Adherence to timeliness as per the priority of each issue, tracking tickets from acceptance to resolution stage, and maintaining timely backups of important data/logs are vital for managing client expectations and satisfaction. Collaboration with on-site teams for complex problem resolution and reviewing logs gathered by Chat BOTS to ensure timely service request/issue resolution are also part of the role. Meeting performance parameters such as 100% adherence to SLAs/timelines, zero customer escalations, and receiving client appreciation emails are expected outcomes. The mandatory skill required for this role is Desktop Support, and the desired experience is 1-3 years. Join Wipro, a company dedicated to digital transformation and reinvention, where your career growth and skills evolution are encouraged. Be a part of a business powered by purpose and innovation, where you can design your own reinvention and realize your ambitions. Wipro welcomes applications from individuals with disabilities.,