Administrator

5 days ago

Changi, Singapore Best Careers and Opportunities Full time $7,000

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.* 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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