Administrator

The Service Desk Administrator is responsible for resolving, maintaining, and managing client software, hardware, and network issues as per service requests raised by end-users. The role requires adherence to Service Level Agreements (SLAs) to ensure high levels of client satisfaction.

Key Responsibilities

Timely Response and Resolution

• Respond promptly to all service requests raised by client end-users through various channels (dial home, email, chat, IMS).
• Ensure service requests are resolved with a focus on quality and within the defined resolution timeframe.
• Provide immediate solutions to high-priority tickets, ensuring client expectations are met.

System and Network Management

• Act as the custodian of the client's IT infrastructure, ensuring all network, server, system, storage, platform, and related equipment are functioning correctly.
• Install and configure software and hardware as per service requests.
• Perform root cause analysis on recurring issues and implement action plans to prevent future occurrences.

Client Satisfaction and Service Quality

• Ensure 100% adherence to timelines based on issue priority, aiming to minimize client escalations.
• Maintain regular backups of critical data and logs to ensure the quality and reliability of solutions.
• Collaborate with on-site teams to resolve complex problems efficiently.

Ticket Management

• Track the lifecycle of all service tickets from acceptance to resolution.
• Ensure that Chat BOTs are effectively utilized to gather logs and resolve service requests promptly.
• Provide application and user access based on client requirements, ensuring timely service delivery.

Stakeholder Interaction

Internal

1. Project Manager. Engage in governance and manage client relationships.
2. On-site Project Team. Collaborate to resolve complex issues at the client site.
3. Lead/Senior Administrator. Seek guidance for resolving complex problems.

External

• Client. Address tickets, resolve queries, and ensure high levels of service.

Required Competencies

Functional Competencies

1. Process Excellence. Ability to adhere to standards and norms, ensuring consistent results and effective risk control. Expert level required.
2. Systems Thinking. Understanding of Wipro's system interdependencies, enabling effective problem-solving in complex environments. Competent level required.
3. Technical Knowledge. In-depth knowledge of devices, networks, and systems to be serviced by the administrator. Expert level required.

Behavioral Competencies

1. Problem Solving. Ability to identify issues and develop effective solutions.
2. Execution Excellence. Strong commitment to delivering high-quality results.
3. Passion for Results. A drive to achieve outstanding outcomes.
4. Collaborative Working. Ability to work effectively with team members and stakeholders.

Performance Parameters

1. Timely Resolution. Measure of adherence to defined SLAs and resolution timelines.
2. Client Satisfaction. Client feedback and satisfaction scores.
3. Quality of Solutions. Number of resolved issues without recurrence.