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
Purpose of Interaction
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
Resolving the tickets/ queries and servicing them
Lists the competencies required to perform this role effectively:
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
Applies the competency in all situations and is serves as a guide toothers as well.
Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognisedwithin the entire organization.
100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails
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