Job Description
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
- 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 client’s network / server / system / storage / platform / infrastructure and other equipment’s to keep track 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 resolution timeframe
- 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
- 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
- Maintain timely backup of important 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