Wipro - L3 Windows Server Administrator

Job Description : Role Purpose :

The purpose of the role is to resolve, maintain and manage clients software / hardware / network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction.

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 clients network / server / system / storage / platform / infrastructure and other equipments 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.

Deliver :

No Performance ParameterMeasure1

Mandatory Skills : Windows Server Admin

Experience : 3-5 Years

ref : hirist.tech)