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Administrator - L0
Wipro
posted 17d ago
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Flexible timing
Key skills for the job
Job Description
Job Description
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
- 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
NoPerformance ParameterMeasure1100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails
Reinvent your world.We are building a modern Wipro. We are an end-to-end digital transformation partner with the >
Employment Type: Full Time, Permanent
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What people at Wipro are saying
Rating based on 300 Administrator
reviews
Anonymous · Engineering - Hardware & Networks
in Kolkata
- Salary on time - Work life balance is good
- Work-life balance - Good
- 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
Administrator salary at Wipro
What Wipro employees are saying about work life
Wipro Benefits
Family and Parenting Perks and Benefits Health Care & Insurance Financial & Retirement Professional Support Vacation and Time off 
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