Location
Pune | India
Job description
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Role Purpose
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The purpose of the role is to resolve, maintain and manageclient?s software/ hardware/ network based on the service requestsraised from the end-user as per the defined SLA?s ensuring clientsatisfaction
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Do
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\n - Ensure timely response of all the tickets raised by theclient end user \n
\n - Service requests solutioning by maintaining quality parameters \n
\n - Act as a custodian of client?s network/ server/ system/storage/ platform/ infrastructure and other equipment?s to keeptrack of each of their proper functioning and upkeep
\n - Keep a check on the number of tickets raised (dial home/ email/chat/ IMS), ensuring right solutioning as per the defined resolutiontimeframe
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\n - Perform root cause analysis of the tickets raised and create anaction plan to resolve the problem to ensure right client satisfaction
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\n - Provide an acceptance and immediate resolution to the high prioritytickets/ service
\n - Installing and configuring software/ hardware requirements based onservice requests
\n - 100% adherence to timeliness as per the priority of each issue, tomanage client expectations and ensure zero escalations
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\n - Provide application/ user access as per client requirements andrequests to ensure timely solutioning
\n - Track all the tickets from acceptance to resolution stage as per theresolution time defined by the customer
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\n - Maintain timely backup of important data/ logs and managementresources to ensure the solution is of acceptable quality to maintainclient satisfaction
\n - Coordinate with on-site team for complex problem resolution andensure timely client servicing
\n - Review the log which Chat BOTS gather and ensure all the servicerequests/ issues are resolved in a timely manner
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Stakeholder Interaction
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| \n Stakeholder Type \n | \n Stakeholder Identification \n | \n Purpose of Interaction \n |
| \n Internal \n | \n Project Manager \n | \n For governance and client relationship management \n |
| \n On-site project team \n | \n To resolve the complex problem/ issues at the site \n |
| \n Lead/ Sr. Administrator \n | \n Guide the administrators with the complex problems \n |
| \n External \n | \n Client \n | \n Resolving the tickets/ queries and servicing them \n |
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Display
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Lists the competencies required to perform this role effectively:
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\n - Functional Competencies/ Skill \n
\n - Process Excellence ? Ability to follow the standards and normsto produce consistent results, provide effective control and reductionof risk ? Expert
\n - Systems Thinking ? Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment - Competent
\n - Technical knowledge ? knowledge of the various devices/network etc which the administrator have to service - Expert
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Competency Levels
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\n Foundation
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Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
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\n Competent
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Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
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\n Expert
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Applies the competency in all situations and is serves as a guide toothers as well.
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\n Master
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Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognisedwithin the entire organization.
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\n - Behavioral Competencies \n
\n - Problem solving
\n - Execution excellence
\n - Passion for results
\n - Collaborative working
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Deliver
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| \n No. \n | \n Performance Parameter \n | \n Measure \n |
| \n 1. \n | \n \n | \n 100% adherence to SLA/ timelines \n Multiple cases of red time \n Zero customer escalation \n Client appreciation emails \n |
| \n 2. \n | \n \n | \n \n |
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TIS Service Desk
Job tags
Salary
