Helpdesk – Rio de Janeiro

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

Do

1. Ensure timely response of all the tickets raised by the client end user
   1. Service requests solutioning by maintaining quality parameters
      1. 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
      2. 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

1. Provide an acceptance and immediate resolution to the high priority tickets/ service
2. Installing and configuring software/ hardware requirements based on service requests
3. 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

1. Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
2. Coordinate with on-site team for complex problem resolution and ensure timely client servicing
3. Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Project Manager

For governance and client relationship management

On-site project team

To resolve the complex problem/ issues at the site

Lead/ Sr. Administrator

Guide the administrators with the complex problems

External

Client

Resolving the tickets/ queries and servicing them

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Process Excellence – Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk – Expert
  • Systems Thinking – Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment – Competent
  • Technical knowledge – knowledge of the various devices/ network etc which the administrator have to service – Expert

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.

• Behavioral Competencies
  • Problem solving
  • Execution excellence
  • Passion for results
  • Collaborative working

Deliver

No.

Performance Parameter

Measure

1.

100% adherence to SLA/ timelines

Multiple cases of red time

Zero customer escalation

Client appreciation emails

2.