Job Description

Overview:
Role Purpose The purpose of the role is to resolve, maintain and manageclient\xe2\x80\x99s software/ hardware/ network based on the service requestsraised from the end-user as per the defined SLA\xe2\x80\x99s ensuring clientsatisfaction Do

• 
  Ensure timely response of all the tickets raised by theclient end user
  • Service requests solutioning by maintaining quality parameters
    • Act as a custodian of client\xe2\x80\x99s network/ server/ system/storage/ platform/ infrastructure and other equipment\xe2\x80\x99s to keeptrack of each of their proper functioning and upkeep
    • Keep a check on the number of tickets raised (dial home/ email/chat/ IMS), ensuring right solutioning as per the defined resolutiontimeframe

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

• Provide an acceptance and immediate resolution to the high prioritytickets/ service
• Installing and configuring software/ hardware requirements based onservice requests
• 100% adherence to timeliness as per the priority of each issue, tomanage client expectations and ensure zero escalations

• 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

• Maintain timely backup of important data/ logs and managementresources to ensure the solution is of acceptable quality to maintainclient satisfaction
• Coordinate with on-site team for complex problem resolution andensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the servicerequests/ issues are resolved in a timely manner