FAQs
What is the primary purpose of the Administrator role?
The primary purpose of the Administrator role is to resolve, maintain, and manage the client's software, hardware, and network based on service requests raised by end-users, ensuring client satisfaction as per defined SLAs.
What types of service requests does the Administrator handle?
The Administrator handles service requests related to software, hardware, network issues, and any other client-specific technical queries.
Is there a requirement for timely response to tickets?
Yes, the role requires timely responses to all tickets raised by the client end-user to ensure client satisfaction and adherence to SLAs.
What steps are taken when a high-priority ticket is raised?
For high-priority tickets, the Administrator must provide immediate resolution and ensure that the issue is addressed with utmost urgency.
How does the Administrator ensure the quality of service provided?
The Administrator maintains quality parameters during service request solutioning and performs root cause analysis to create action plans for resolution, ensuring high client satisfaction.
What tools does the Administrator use for tracking tickets?
The Administrator tracks all tickets from acceptance to resolution stage using the established ticketing system and reviews logs gathered from various sources, including chat bots.
How often does the Administrator coordinate with the on-site team?
The Administrator coordinates with the on-site team as necessary, particularly for complex problem resolution to ensure timely client servicing.
What kind of training or skills are required for this position?
The position requires functional competencies such as process excellence, systems thinking, and technical knowledge of devices and networks, along with behavioral competencies like problem solving, execution excellence, and collaborative working.
How is client satisfaction measured in this role?
Client satisfaction is measured through performance parameters such as 100% adherence to SLAs, zero customer escalations, and positive client appreciation emails.
What is the expected response time for resolving service requests?
The Administrator is expected to adhere strictly to the defined resolution timeframes as per the client's requests and needs to ensure timeliness in addressing issues.
Are there any escalation procedures in place for unresolved issues?
Yes, there are escalation procedures in place to handle unresolved issues, and the Administrator's goal is to ensure zero escalations by resolving all issues within the defined SLAs.