Administrator

Role Overview: You will be responsible for resolving, maintaining, and managing clients" software/hardware/network based on service requests raised by end-users within defined SLAs to ensure client satisfaction. Key Responsibilities: - Ensure timely response to all tickets raised by client end-users. - Solution 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 through various channels (dial home/email/chat/IMS) and provide solutions within defined resolution timeframes. - Conduct root cause analysis of tickets raised and create action plans to resolve problems for client satisfaction. - Provide immediate resolution to high-priority tickets/services. - Install and configure software/hardware based on service requests. - Adhere to timeliness for each issue based on priority to manage client expectations and avoid escalations. - Grant application/user access as per client requirements to ensure timely solutions. - Track tickets from acceptance to resolution stage within defined resolution times. - Maintain timely backup of important data/logs and management resources to uphold acceptable solution quality and maintain client satisfaction. - Coordinate with on-site team for complex problem resolution and ensure timely client servicing. - Review logs gathered by Chat BOTS and ensure timely resolution of all service requests/issues. Qualifications Required: - Strong adherence to SLA/timelines. - Experience in resolving multiple cases of red time. - Ability to prevent customer escalations. - Appreciation emails from clients. (Note: Additional details of the company were not provided in the job description.),