Role Purpose
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
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’s network/ server/ system/storage/ platform/ infrastructure and other equipment’s 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
- Service requests solutioning by maintaining quality parameters
- 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 – 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
| 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. |
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Software Distribution & Patch management