Perform root cause analysis of the tickets raised and create anaction plan to resolve the problem to ensure right client satisfaction
Provide an acceptance and immediate resolution to the high prioritytickets/ service
Installing and configuring software/ hardware requirements based onservice requests
100% adherence to timeliness as per the priority of each issue, tomanage client expectations and ensure zero escalations
Provide application/ user access as per client requirements andrequests to ensure timely solutioning
Track all the tickets from acceptance to resolution stage as per theresolution time defined by the customer
Maintain timely backup of important data/ logs and managementresources to ensure the solution is of acceptable quality to maintainclient satisfaction
Coordinate with on-site team for complex problem resolution andensure timely client servicing
Review the log which Chat BOTS gather and ensure all the servicerequests/ issues are resolved in a timely manner
Requirements :
Process Excellence – Ability to follow the standards and normsto produce consistent results, provide effective control and reductionof risk – Expert
Systems Thinking – Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment - Competent
Technical knowledge – knowledge of the various devices/network etc which the administrator have to service - Expert