Job Description

Role Purpose

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

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Do

- **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

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Deliver

		No
		Performance Parameter
		Measure
		1.
		100% adherence to SLA/ timelines

		Multiple cases of red time

		Zero customer escalation

		Client appreciation emails

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