Job Description

Location

Coimbatore, Tamil Nadu

 

Full job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: 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 portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role Purpose

• Managing windows laptops and Windows 365 cloud PCs through Intune.
• Very good experience on all types of application deployment for Windows through Intune.
• Deploying different types of Configuration policies & managing the windows devices.
• Very good experience on Patching through Intune.
• Very good experience on Autopilot for Windows and customizations.
• Powershell scripts.
• Very good experience on Application packaging, customizations & batch scripts.
• Mobile devices management through Intune.
• Deploying policies and managing the mobile devices.
• Very good knowledge on Apple ABM & autopilot.
• Strong knowledge on iOS & Android BYOD.
• Strong troubleshooting experience on Windows and mobile device management through Intune.
• Apps vulnerability management through Intune.
• Experience on nexthink.
• Windows feature upgrades through Intune.
• Application lifecycle management.
• Good troubleshooting experience on iOS, iPad OS and Android devices

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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