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Field Support
Field Support-February 2024
Mexico City
Feb 18, 2025
ABOUT WIPRO
Wipro is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfoli
10,000+ employees
Consulting
VIEW COMPANY PROFILE >>
About Field Support

  Role Purpose

  The purpose of the role is to resolve, maintain and manageclient's software/ hardware/ network based on the service requestsraised from the end-user as per the defined SLA's ensuring clientsatisfaction

  Do

  Ensure timely response of all the tickets raised by theclient 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 keeptrack of each of their proper functioning and upkeepKeep a check on the number of tickets raised (dial home/ email/chat/ IMS), ensuring right solutioning as per the defined resolutiontimeframe

  Perform root cause analysis of the tickets raised and create anaction plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high prioritytickets/ serviceInstalling and configuring software/ hardware requirements based onservice requests100% adherence to timeliness as per the priority of each issue, tomanage client expectations and ensure zero escalations Provide application/ user access as per client requirements andrequests to ensure timely solutioningTrack all the tickets from acceptance to resolution stage as per theresolution time defined by the customer Maintain timely backup of important data/ logs and managementresources to ensure the solution is of acceptable quality to maintainclient satisfactionCoordinate with on-site team for complex problem resolution andensure timely client servicingReview the log which Chat BOTS gather and ensure all the servicerequests/ 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 normsto produce consistent results, provide effective control and reductionof risk - Expert Systems Thinking - Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving 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 (inparts) frequently with minimal support and guidance.

  Competent

  Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.

  Expert

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

  Master

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

  Behavioral Competencies Problem solvingExecution excellencePassion for resultsCollaborative working

  Deliver

  No.

  Performance Parameter

  Measure

  1.

  100% adherence to SLA/ timelines

  Multiple cases of red time

  Zero customer escalation

  Client appreciation emails

  2.

  Desktop Support

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