Analyst-B1 Wipro Limited

About Wipro Limited

Job Description

Wipro Limited is a global technology services and consulting company dedicated to developing innovative solutions to meet the complex digital transformation needs of clients. With a comprehensive range of capabilities in consulting, design, engineering, and operations, Wipro helps clients achieve their ambitious goals and create sustainable businesses. With a workforce of over 230,000 employees and business partners in 65 countries, Wipro is committed to supporting customers, colleagues, and communities in an ever-evolving world. For more information, please visit www.wipro.com. The role's purpose is to effectively resolve, maintain, and manage clients" software, hardware, and network issues based on service requests from end-users within defined service level agreements (SLAs) to ensure client satisfaction. Below are the key responsibilities and requirements for this role: - Ensure timely response to all client end-user tickets. - Provide solutions to service requests while maintaining quality standards. - Act as a custodian of clients" network, servers, systems, storage, platforms, and infrastructure to ensure proper functioning and maintenance. - Monitor the number of tickets raised via different channels and ensure appropriate solutions within defined timelines. - Conduct root cause analysis of raised tickets and implement action plans to resolve issues effectively. - Prioritize and provide immediate resolution to high-priority tickets/services. - Install and configure software/hardware based on service requests. - Adhere to timeliness standards to manage client expectations and prevent escalations. - Grant application/user access according to client requirements for timely solutions. - Track tickets from acceptance to resolution as per customer-defined timelines. - Maintain timely backups of critical data/logs and management resources to ensure satisfactory resolutions. - Collaborate with on-site teams for complex problem resolutions and ensure timely client service. - Review logs collected by Chat BOTS and ensure prompt resolution of service requests/issues. Performance Parameters: - 100% compliance with SLAs/timelines. - Zero customer escalations. - Client appreciation emails. Wipro is undergoing a transformation to become a modern organization, and it seeks individuals who are inspired by reinvention of themselves, their careers, and their skills. Wipro encourages the evolution of its business and industry as the world changes. Join Wipro to be part of a purpose-driven business and a place where you can design your reinvention. Realize your ambitions with Wipro. Applications from people with disabilities are encouraged and welcome.,