<ul>
<li>Ensure timely response of all the tickets raised by the client end user</li>
</ul>

<ul>
<li>Service requests solutioning by maintaining quality parameters</li>
</ul>

<ul>
<li>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</li>
</ul>

<ul>
<li>Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe</li>
</ul>

<ul>
<li>Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction</li>
</ul>

<ul>
<li>Provide an acceptance and immediate resolution to the high priority tickets/ service</li>
</ul>

<ul>
<li>Installing and configuring software/ hardware requirements based on service requests</li>
</ul>

<ul>
<li>100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations</li>
</ul>

<ul>
<li>Provide application/ user access as per client requirements and requests to ensure timely solutioning</li>
</ul>

<ul>
<li>Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer</li>
</ul>

<ul>
<li>Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction</li>
</ul>

<ul>
<li>Coordinate with on-site team for complex problem resolution and ensure timely client servicing</li>
</ul>

<ul>
<li>Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner</li>
</ul>

Administrator in Bengaluru (UID-7409)

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Job Description for Administrator

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