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
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- Perform root cause analysis of the tickets raised and create anaction plan to resolve the problem to ensure right client satisfaction
- 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
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.
• Experience of 3+ years Leading a team of 20+ resources from End User Support domain.
• Good Communication skills and confident to handle Customer Escalation.
• Strong Technical knowledge in supporting End user issues on IT Hardware, latest Win OS, Messaging, Applications, Outlook 365, Microsoft Work, Excel & Powerpoint.
• Provides Level 2 & Level 3 support associated with the standard workstation Software image(s), base Software components, Hardware devices and components that comprise the standard Laptop Hardware.
• Having knowledge on Resource rostering and planning monthly shift, attendance
• Preparing Reports daily, weekly & monthly (Productivity, Pending calls, FCR
• Training Need Identification (TNI) and conducted Technical & Soft Skill trainings.
• Audit and provide feedback to resources.
• Will be the first point of contact for users escalation seeking technical assistance over the phone / chat / email.
• Must have experience in handling end user issues remotely and perform remote troubleshooting through diagnostic techniques.
• Focus on building good working relationships within the team and other Resolution Groups
• Remain well versed in Help Desk policies, procedures, standardization, and documentation.
• Handling all High Severity Incidents are directly to minimize downtime.
• Should have experience of working on SLA based projects.
• Experience working on Remote Support Tool, ITSM Ticketing Tool (Service Now).