|Employment Type||Full Time|
|Work Hours||8 Hours|
|Salary||25000/- To 30000/- Per Month|
|Location||Hyderabad, Telangana, India 501301|
The purpose of the role is to resolve, maintain and manage the client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA 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 the client’s network/ server/ system/storage/ platform/ infrastructure and other equipment 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 the right solutions 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 the 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, manage client expectations, and ensure zero escalations
- Provide application/ user access as per client requirements and requests to ensure timely solutions
- 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 the on-site team for complex problem resolution and ensure timely client servicing
- Review the log which Chat BOTS gathers and ensure all the service requests/ issues are resolved in a timely manner
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
- Process Excellence – Ability to follow the standards and norms to produce consistent results, provide effective control, and reduction of risk – Expert
- Systems Thinking – Understanding of the Wipro system(interrelatedness, interdependencies, and boundaries) and performing problem-solving in a complex environment – Competent
- Technical knowledge – knowledge of the various devices/networks, etc which the administrator has to service – Expert
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Applies the competency in all situations and it serves as a guide to others as well.
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
- Execution excellence
- Passion for results
- Collaborative working
No. Performance Parameter Measure
100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails
- Don’t provide confidential info till you’ve gotten signed a contract with the potential employer.
- Do not share your private, non-work associated info or Bank info over call or e-mail.
- Do not trust anybody asking for any type of fee for Job Applications.