Administrator (Jaipur)

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 - 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 - Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer - Maintain timely backup of significant 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 Parameter - Measure - 1. - 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation : : .