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Administrator - L0

2-6 years

Jaipur

1 vacancy

Administrator - L0

Wipro

posted 11d ago

Job Description

Role Purpose

The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction


Do
  • Ensure timely response of all the tickets raised by the client end user
  • Service requests solutioning by maintaining quality parameters
  • Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep
  • Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
  • Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
  • Provide an acceptance and immediate resolution to the high priority tickets/ service
  • Installing and configuring software/ hardware requirements based on service requests
  • 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
  • Provide application/ user access as per client requirements and requests to ensure timely solutioning
  • Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
  • Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
  • Coordinate with on-site team for complex problem resolution and ensure timely client servicing
  • Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner.


Deliver/ No./ Performance Parameter / Measure -
1. 100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails .

Employment Type: Full Time, Permanent

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What people at Wipro are saying

3.6
 Rating based on 309 Administrator reviews

Likes

- Salary on time - Work life balance is good

  • Work-life balance - Good
Dislikes

- Our project is Technical but Wipro decided to have a manager from BPO and he make the project worst - Internal polictics is at it's high here - Biased Manager - Zero support from HR and other upper hierarchy - I would have rated 5 but just because of manager, it is 2 now

  • Skill development - Poor
  • +3 more
Read 309 Administrator reviews

Administrator salary at Wipro

reported by 3.1k employees
Lock Unlock
₹1.6 L/yr - ₹8.9 L/yr
6% more than the average Administrator Salary in India
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