Role Purpose
The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction
Do

• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction

• 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

Stakeholder Interaction



Display


Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Process Excellence - Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk - Expert
  • Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent
  • Technical knowledge - knowledge of the various devices/ network etc which the administrator have to service - Expert
  
  

• Behavioral Competencies
  • Problem solving
  • Execution excellence
  • Passion for results
  • Collaborative working
  
  

Deliver



Desktop Support

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