Job Description

:

Role Purpose

The purpose of the role is to resolve, maintain and manageclient\xe2\x80\x99s software/ hardware/ network based on the service requestsraised from the end-user as per the defined SLA\xe2\x80\x99s ensuring clientsatisfaction

Do

• Ensure timely response of all the tickets raised by theclient end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client\xe2\x80\x99s network/ server/ system/storage/ platform/ infrastructure and other equipment\xe2\x80\x99s to keeptrack of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/chat/ IMS), ensuring right solutioning as per the defined resolutiontimeframe

• 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

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Project Manager

For governance and client relationship management

On-site project team

To resolve the complex problem/ issues at the site

Lead/ Sr. Administrator

Guide the administrators with the complex problems

External

Client

Resolving the tickets/ queries and servicing them

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill

• Process Excellence \xe2\x80\x93 Ability to follow the standards and normsto produce consistent results, provide effective control and reductionof risk \xe2\x80\x93 Expert
• Systems Thinking \xe2\x80\x93 Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment - Competent
• Technical knowledge \xe2\x80\x93 knowledge of the various devices/network etc which the administrator have to service - Expert

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.

Expert

Applies the competency in all situations and is serves as a guide toothers as well.

Master

Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognisedwithin the entire organization.

• Behavioral Competencies

• Problem solving
• Execution excellence
• Passion for results
• Collaborative working

Deliver

No.

Performance Parameter

Measure

1.

100% adherence to SLA/ timelines

Multiple cases of red time

Zero customer escalation

Client appreciation emails

2.

Desktop Support

Wipro