Administrator - L3

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.

Requirements

• 3-5 years of experience in Servicenow-Development
• 100% adherence to SLA/ timelines
• Multiple cases of red time
• Zero customer escalation
• Client appreciation emails

Benefits

• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• 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