Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building cutting-edge 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 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
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 SLAs ensuring client satisfaction.
Responsibilities
- Ensure timely response to 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 to keep track of each of their proper functioning and upkeep.
- Monitor the number of tickets raised (dial home/email/chat/IMS), ensuring appropriate 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 client satisfaction.
- Provide acceptance and immediate resolution to high priority tickets/service.
- Install and configure software/hardware requirements based on service requests.
- Ensure 100% adherence to timeliness as per the priority of each issue to manage client expectations and avoid escalations.
- Provide application/user access as per client requirements and requests to ensure timely solutioning.
- Track all 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 for client satisfaction.
- Coordinate with the on-site team for complex problem resolution and ensure timely client servicing.
- Review logs gathered by Chat BOTS and ensure all service requests/issues are resolved in a timely manner.
Performance Parameters
- Measure:
- 100% adherence to SLA/timelines
- Multiple cases of red time
- Zero customer escalation
- Client appreciation emails
Mandatory Skills
- Desktop Support
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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