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

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Do:
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
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
Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer




Maintain timely backup of key data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
Coordinate with in office 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

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Deliver:
No
Performance Parameter
Measure
1
100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation

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📌 Administrator Chennai
🏢 Wipro
📍 Chennai