Wipro Administrator

4.5/5 - (2 votes)
Wipro - Wikipedia**Job Overview*
* **Position Summary**
The main goal of this position is to effectively address, oversee, and manage the software, hardware, and network needs of our clients, responding to service requests from end-users in accordance with established Service Level Agreements (SLAs) to ensure overall client satisfaction.
**Key Responsibilities** 
  • Ensure prompt responses to all tickets submitted by client end-users.
  • Provide solutions for service requests while maintaining quality standards.
  • Serve as the steward for the client’s network, server, system, storage, platform, infrastructure, and other equipment, monitoring their proper operation and maintenance.
  • Monitor the volume of tickets raised (via calls, emails, chats, IMS), delivering appropriate solutions within the specified resolution timeframe.
  • Conduct root cause analyses for reported issues and develop action plans to resolve them, ensuring high levels of client satisfaction.
  • Deliver immediate resolutions for high-priority tickets and services.
  • Install and configure software and hardware as per service requests.
  • Maintain strict adherence to timelines based on issue priority to manage client expectations and avoid escalations.
  • Provide application and user access according to client needs and requests for swift response times.
  • Track all tickets from initiation through to resolution, adhering to the timelines set by the client.
  • Ensure regular backups of critical data, logs, and management resources to provide quality solutions that meet client satisfaction criteria.
  • Collaborate with on-site teams to resolve complex issues and guarantee timely service delivery to clients.
  • Review logs from chatbots to ensure all service requests and issues are resolved promptly.
**Performance Metrics**
  • 100% compliance with SLAs and timelines
  • Minimal instances of red time
  • Zero client escalations
  • Receipt of client appreciation emails

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