Title AVD along with Office 365

Role Overview: The purpose of your role as AVD along with Office 365 is to resolve, maintain, and manage clients" software/hardware/network based on the service requests raised from the end-users as per the defined SLAs, ensuring client satisfaction. Key Responsibilities: - Ensure timely response to all the tickets raised by the client end-users. - 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 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 the raised tickets and create an action plan for problem resolution to enhance client satisfaction. - Provide immediate resolution to high-priority tickets/services. - Install and configure software/hardware requirements based on service requests. - Adhere to timeliness as per the priority of each issue to manage client expectations and avoid escalations. - Provide application/user access as per client requirements for timely resolution. - Track all tickets from acceptance to resolution stage as per the defined resolution time by the customer. - Maintain timely backup of important data/logs and management resources to ensure acceptable quality solutions and maintain client satisfaction. - Coordinate with on-site teams for complex problem resolution and ensure timely client servicing. - Review the log gathered by Chat BOTS and ensure timely resolution of all service requests/issues. Qualifications Required: - Mandatory Skills: Cloud-Virtual Desktop Infrastructure-VDI. - Experience: 3-5 years. Company Additional Details (if present): Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients" most complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro helps clients realize their boldest ambitions and build future-ready, sustainable businesses. Join a business powered by purpose and a place that empowers you to design your own reinvention.,