Company Name

Wipro ( Delhi )

Job Description

• Job Description 
            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 SLA?s ensuring client satisfaction͏ 
  Do
    Ensure timely response of 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?s to keep track 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 resolution timeframe
  • Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
  • Provide an acceptance and immediate resolution to the high priority tickets/ service
  • Installing and configuring software/ hardware requirements based on service requests
  • 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
  • Provide application/ user access as per client requirements and requests to ensure timely solutioning
  • Track all the 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 to maintain client satisfaction
  • Coordinate with on-site team for complex problem resolution and ensure timely client servicing
  • Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner
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