ADMINISTRATOR L3
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What you'll do
- Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.
- Create log of incidents and Document observations and related root causes, to support in evaluation of mitigation measures.
- Fulfil software/hardware/network service requests within agreed timeline, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
- Monitor SLA timelines for entire lifecycle of high priority incident tickets (P2 tickets).
- Escalate as needed and participate in weekly or monthly service review meetings with clients and internal teams.
- Create change requests as per the priority of the incident tickets in adherence with the defined guidelines.
- Present changes for approval with rollback plans in change approval meetings.
- Execute approved changes and document post-implementation outcomes.
- Analyse nature of incidents to support root cause analysis and related service improvement plans.
- Contribute towards development of mitigation action to reduce repeat incidents, by identifying patterns of issues noted.
What they're looking for
- Desktop Support
Summarised by NextRaise from the employer’s description, which follows in full below.
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Job Description
Role Purpose
The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.
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Areas of responsibility          Â
Triaging and resolution of tickets-"Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.
Create log of incidents and Document observations and related root causes, to support in evaluation of mitigation measures. "
Resolution of service Requests-Fulfil software/hardware/network service requests within agreed timeline, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
SLA Monitoring-Monitor SLA timelines for entire lifecycle of high priority incident tickets (P2 tickets). Escalate as needed and participate in weekly or monthly service review meetings with clients and internal teams.
Change request execution-"Create change requests as per the priority of the incident tickets in adherence with the defined guidelines.
Present changes for approval with rollback plans in change approval meetings. Execute approved changes and document post-implementation outcomes."
Incident Analysis-"Analyse nature of incidents to support root cause analysis and related service improvement plans.
Contribute towards development of mitigation action to reduce repeat incidents, by identifying patterns of issues noted."
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Mandatory Skills: Desktop Support .
Experience: 3-5 Years .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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Company
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