Analyst

Wipro Limited is one of India’s largest technology services and consulting firms, with a heritage that spans over six decades. Headquartered in Bengaluru, the company operates in more than 65 countries and employs over 230,000 professionals. Wipro’s portfolio covers consulting, digital, engineering, and managed services, helping clients across banking, healthcare, retail, and many other sectors to transform their businesses for a sustainable future.

The firm is known for its strong emphasis on innovation, ethical practices, and a culture that encourages continuous learning and reinvention.

The Analyst role in Gurugram is a front‑line technical support position that forms the backbone of Wipro’s client‑facing operations. As an Analyst, you will be the first point of contact for customers, handling queries through phone and email, diagnosing issues, and ensuring that service level agreements (SLAs) are met. The role blends customer service excellence with a solid understanding of investment‑banking middle and back‑office processes, making it ideal for fresh graduates who are keen to start a career in the financial services domain.

Key Responsibilities

• Manage inbound client requests via telephone and email, logging each interaction in the RAVE ticketing system.
• Capture detailed end‑user information and accurately document the nature of each problem.
• Follow standard operating procedures to troubleshoot and resolve issues within defined SLAs.
• Update knowledge bases and self‑help documents to improve first‑call resolution rates.
• Identify recurring trends from call logs and propose preventive measures.
• Escalate critical or unresolved cases to the Team Leader promptly.
• Provide product guidance, walk customers through menus, and suggest alternative solutions to retain business.
• Maintain daily productivity metrics such as cases resolved, pulse score, and customer feedback.
• Participate in product and technical training sessions to stay current with evolving features.
• Collaborate with peers and leaders to brainstorm training themes and improve service quality.

Tech Stack & Tools: RAVE ticketing system, Microsoft Office Suite, basic SQL for data retrieval, CRM platforms, and exposure to investment‑banking applications used in middle and back‑office operations.

Growth Path: Starting as an Analyst, high performers can progress to Senior Analyst, Team Lead, Operations Manager, and eventually to strategic roles in consulting or product management within Wipro’s vast ecosystem.

Why Join Wipro?: Wipro offers a globally recognized brand, structured learning programs, and exposure to cutting‑edge digital transformation projects. Freshers benefit from mentorship, a supportive work culture, and opportunities to work with multinational clients, laying a strong foundation for a long‑term career in technology and finance.