Administrator - L2

Role Overview: As a member of the team at Wipro Limited, your role will involve resolving, maintaining, and managing clients" software, hardware, and network based on service requests raised by end-users. Your primary objective will be to ensure client satisfaction by adhering to defined SLAs. Key Responsibilities: - Ensure timely response to all tickets raised by client end-users - Provide solutions to service requests while maintaining quality parameters - Act as a custodian of clients" network, server, system, storage, platform, and infrastructure to ensure proper functioning and upkeep - Monitor the number of tickets raised through various channels and ensure timely resolution within defined timeframes - Conduct root cause analysis of tickets and develop action plans for problem resolution - Prioritize and provide immediate resolution to high-priority tickets/services - Install and configure software/hardware based on service requests - Adhere to timeliness for issue resolution based on priority to manage client expectations and prevent escalations - Grant application/user access as per client requirements for timely solutions - Track tickets from acceptance to resolution stage as per customer-defined timeframes - Maintain timely backups of important data/logs to ensure acceptable quality solutions and client satisfaction - Collaborate with on-site team for complex problem resolution and ensure timely client servicing - Review logs gathered by Chat BOTS and ensure timely resolution of service requests/issues Qualifications Required: - 100% adherence to SLAs/timelines - Zero customer escalations - Client appreciation emails Please note that Wipro Limited is a leading technology services and consulting company dedicated to helping clients achieve their digital transformation goals. Join us in reinventing the future and realizing your ambitions in a business powered by purpose. Applications from individuals with disabilities are warmly welcomed.,