Job DescriptionRole PurposeThe purpose of the role is to resolve, maintain and manage clientâÃÂÃÂs software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAâÃÂÃÂs ensuring client satisfaction͏DoEnsure timely response of all the tickets raised by the client end userService requests solutioning by maintaining quality parametersAct as a custodian of clientâÃÂÃÂs network/ server/ system/ storage/ platform/ infrastructure and other equipmentâÃÂÃÂs to keep track of each of their proper functioning and upkeepKeep a check on the number of tickets raised (dial home/ email/ chat/ IMS),
ensuring right solutioning as per the defined resolution timeframePerform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfactionProvide an acceptance and immediate resolution to the high priority tickets/ serviceInstalling and configuring software/ hardware requirements based on service requests100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalationsProvide application/ user access as per client requirements and requests to ensure timely solutioningTrack all the tickets from acceptance to resolution stage as per the resolution time defined by the customerMaintain timely backup of key data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfactionCoordinate with on-site team for complex problem resolution and ensure timely client servicingReview the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner͏DeliverNoPerformance ParameterMeasure1 100% adherence to SLA/ timelinesMultiple cases of red time Zero customer escalationClient appreciation emails ͏͏