Administrator L2(Contract)

About the role

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 Service requests solutioning by maintaining quality parameters 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations

What you'll do

• Ensure timely response of all the tickets raised by the client end user
• 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

What you need

• 1–3 yrs of experience
• Hardware
• Root cause analysis
• Any graduate