FAQs
What is the primary purpose of the Administrator role?
The primary purpose of the Administrator role is to resolve, maintain, and manage clients' software, hardware, and networks based on service requests raised by end-users, ensuring client satisfaction according to defined SLAs.
What are the main responsibilities of an Administrator?
The main responsibilities include timely response to tickets, service requests solutioning, maintaining client infrastructure, tracking ticket resolution, providing timely backups, and coordinating with on-site teams for complex issues.
What kind of tickets does the Administrator handle?
The Administrator handles various tickets raised via dial home, email, chat, or IMS, ensuring effective solutioning according to defined resolution timeframes.
How important is adherence to SLAs in this role?
100% adherence to SLAs is crucial in this role to manage client expectations and ensure zero escalations while maintaining client satisfaction.
What actions are taken for high priority tickets?
High priority tickets receive immediate resolution efforts to ensure quick service and client satisfaction.
Is there any requirement for software/hardware installation?
Yes, the Administrator is responsible for installing and configuring software and hardware based on service requests.
How is customer satisfaction measured in this role?
Customer satisfaction is measured through adherence to SLAs, reduction in customer escalations, and positive client appreciation emails.
Will I have to work with an on-site team?
Yes, coordinating with an on-site team for complex problem resolution is part of the role to ensure timely client servicing.
What kind of analysis is performed on the tickets raised?
The Administrator performs root cause analysis on the tickets raised and creates action plans to resolve issues effectively.
How are backups managed?
The role involves maintaining timely backups of important data, logs, and management resources to ensure high-quality solutions and client satisfaction.