Wipro Hiring Now Administrator
Full-Time @HypTechie posted 7 days ago Shortlist Email JobJob Detail
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Job ID 20365
Job Description
Location : Hubli , Karnataka
Role Purpose
The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
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- 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 perform problem solving in a complex environment – Competent
Technical knowledge – knowledge of the various devices/ network etc which the administrator have to service – Expert
Behavioral Competencies
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- Problem solving
- Execution excellence
- Passion for results
- Collaborative working
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- 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 client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s 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
- Service requests solutioning by maintaining quality parameters
- 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
