The IT Support Administrator is responsible for resolving, maintaining, and managing client software, hardware, and network systems. This role ensures that all service requests raised by end-users are handled efficiently and effectively within defined Service Level Agreements (SLAs), guaranteeing high client satisfaction.

Responsibilities

Service Request Management

• Respond promptly to all tickets raised by client end-users.
• Provide solutions to service requests while maintaining quality standards.
• Act as a custodian for the client’s network, server, system, storage, platform, and other equipment to ensure their proper functioning and upkeep.
• Monitor the number of tickets raised via various channels (dial home, email, chat, IMS), ensuring timely and accurate solutions.

Issue Resolution

• Perform root cause analysis of raised tickets and develop action plans to resolve issues, ensuring high client satisfaction.
• Accept and provide immediate resolutions to high-priority tickets and service requests.
• Install and configure software and hardware as per service requests.

Client Interaction

• Ensure 100% adherence to response and resolution timelines based on issue priority to manage client expectations and prevent escalations.
• Provide application/user access as per client requirements to ensure timely resolution.
• Track all tickets from acceptance to resolution as per customer-defined resolution times.

Data Management

• Maintain timely backups of important data, logs, and management resources to ensure solutions meet acceptable quality standards.
• Coordinate with on-site teams for complex problem resolution and ensure timely client servicing.
• Review logs gathered by chatbots and ensure all service requests/issues are resolved promptly.

Stakeholder Interaction

Internal

1. Project Manager. For governance and client relationship management.
2. On-site Project Team. To resolve complex problems/issues at the site.
3. Lead/Senior Administrator. To guide administrators with complex problems.

External

• Client. To resolve tickets/queries and provide service.

Competencies

Functional Competencies/Skills

1. Process Excellence. Ability to follow standards and norms to produce consistent results, provide effective control, and reduce risk (Expert).
2. Systems Thinking. Understanding of the Wipro system (interrelatedness, interdependencies, and boundaries) to perform problem-solving in a complex environment (Competent).
3. Technical Knowledge. Expertise in various devices/networks that the administrator services (Expert).

Competency Levels

• Foundation
• Competent
• Expert
• Master

Behavioral Competencies

• Problem Solving
• Execution Excellence
• Passion for Results
• Collaborative Working

Performance Parameter

• Measure. The effectiveness of response and resolution times, quality of solutions, client satisfaction, and adherence to SLAs.

By ensuring timely responses, effective solutions, and maintaining high standards, the IT Support Administrator plays a crucial role in maintaining client satisfaction and the smooth operation of client systems.