Application Packaging Engineer @ Wipro

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Application Packaging Engineer

Wipro
3 - 5 years
Hyderabad
7 months ago
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Job Description

Role PurposeThe purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction 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 clients network/ server/ system/ storage/ platform/ infrastructure and other equipments 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

Deliver
NoPerformance ParameterMeasure

1. 100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails
Mandatory Skills:

Application Packaging - Windows.Experience3-5 Years.

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: IT & Information Security
Role Category: IT Support
Role: Desktop Engineer
Employement Type: Full time

Contact Details:

Company: Wipro
Location(s): Hyderabad

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Keyskills: Application Packaging microsoft windows admin studio root cause analysis clients network Management

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Your name (*)

Email (*)

Mobile (*)

Preferred City (* max. 2 w/comma)

Designation / Expected Role

Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

I agree with website service terms and conditions

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Application Packaging Engineer @ Wipro

Home > IT Support