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Administrator

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Wipro

11d ago

  • Job
    Full-time
    Mid & Senior Level
  • Software Engineering
    IT & Cybersecurity

AI generated summary

  • You must ensure timely ticket resolution, perform root cause analysis, manage client expectations, configure IT systems, maintain backups, and have strong technical knowledge and problem-solving skills.
  • You will manage client tickets, ensure timely resolutions, analyze root causes, install software/hardware, maintain backups, and coordinate with the on-site team for effective problem-solving.

Requirements

  • 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
  • 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
  • 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
  • Problem solving
  • Execution excellence
  • Passion for results
  • Collaborative working
  • 100% adherence to SLA/ timelines
  • Multiple cases of red time
  • Zero customer escalation
  • Client appreciation emails
  • Application Packaging - Windows

Responsibilities

  • 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
  • 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

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 network based on service requests raised by end users, ensuring client satisfaction as per defined SLAs.

What types of service requests will I be handling?

You will be handling service requests related to software installation, hardware configurations, and network issues, among others, as raised by the end users.

What is the expected response time for service requests?

You are expected to respond to all tickets raised by client end users in a timely manner, ensuring adherence to the defined resolution timeframes based on the priority of the issues.

How will my performance be measured?

Your performance will be measured based on 100% adherence to SLA/timelines, maintaining zero customer escalations, and receiving client appreciation emails.

Will I have to coordinate with other teams?

Yes, you will need to coordinate with the on-site project team for complex problem resolution and ensure timely servicing of clients.

What kind of technical knowledge is required for this role?

Expert-level technical knowledge of various devices, networks, and systems that the administrator will need to service is required.

What competencies are necessary to perform effectively in this role?

Necessary competencies include Process Excellence, Systems Thinking, and Technical Knowledge, along with behavioral competencies like Problem Solving, Execution Excellence, Passion for Results, and Collaborative Working.

Are client satisfaction and relationship management part of my responsibilities?

Yes, ensuring client satisfaction and managing client relationships is a key responsibility of the Administrator role, with regular interactions required.

Will I need to perform root cause analysis for service requests?

Yes, performing root cause analysis of the tickets raised and creating an action plan to resolve the problems is an essential part of your role.

What happens if there are escalations from clients?

Ensuring zero escalations is a critical performance measure, and you will be responsible for resolving high-priority tickets immediately to prevent escalations.

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Wipro

Technology
Industry
10,001+
Employees
1945
Founded Year

Mission & Purpose

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.