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Production Agent – HWS Helpdesk Support Job at Wipro Gurugram | Apply for L1 Tech Role Today

Wipro Hiring Production Agent – L1 in Gurugram | HWS (Employee Helpdesk) Support Role

Location: Gurugram, India
Requisition ID: 67834
Job Title: Production Agent – L1
Experience Required: Entry to mid-level
Mandatory Skill: HWS (Employee Helpdesk)
Company: Wipro Limited


Introduction: Build Your Career with Wipro – A Global Technology Leader

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a renowned global technology services and consulting powerhouse that leads the digital transformation journey for organizations worldwide. Operating across 65+ countries and supported by over 230,000 dedicated professionals, Wipro delivers world-class solutions in consulting, IT, engineering, and operations.

Wipro now invites applications for the Production Agent – L1 role based in Gurugram, India. This is an excellent opportunity for individuals passionate about customer support, technical troubleshooting, and creating meaningful client experiences—especially those with a background in HWS (Employee Helpdesk) platforms.


Role Overview: Ensure Exceptional Employee Helpdesk Support and Client Satisfaction

As a Production Agent – L1, you will be at the frontline of client interactions, providing timely support, resolving queries, and delivering seamless technical assistance through voice, email, or chat-based communication channels. The role demands a professional with the ability to troubleshoot, document, and escalate issues while adhering to quality standards and service-level agreements (SLAs).

The primary objective is to deliver outstanding customer support experiences by actively listening to concerns, diagnosing problems accurately, and delivering efficient solutions—ultimately strengthening the client relationship.


Key Responsibilities

1. Transaction Management & Process Support

  • Handle day-to-day support operations by managing incoming transactions (calls, emails, chats) in alignment with quality and productivity benchmarks.

  • Field helpdesk queries courteously and ensure end-user satisfaction.

  • Record and update essential customer information, including name, department, and issue details.

  • Use Wipro’s internal tools (e.g., RAVE system) to update availability and maintain personal productivity.

  • Track, log, and document query details, resolution steps, and status updates accurately.

2. Client Query Resolution

  • Adhere to SLAs and SOPs to ensure all queries are addressed promptly and accurately.

  • Resolve client concerns using internal knowledge repositories and frequently asked questions (FAQs).

  • Escalate critical or unresolved issues to team leaders when necessary.

  • Provide pre-call and post-call disclosures related to product, support scope, and next steps.

  • Maintain legal compliance with service agreements, data privacy, and contractual obligations.

3. Technical Support & Troubleshooting

  • Offer end-user support by performing systematic question diagnosis.

  • Guide clients through product navigation, interface use, and feature understanding.

  • Troubleshoot client issues in a polite, professional, and user-friendly manner.

  • Accurately log each call/email interaction into the tracking tool, noting outcomes and follow-ups.

  • Suggest appropriate alternatives to address client needs when direct resolution isn’t immediately available.

4. Follow-Up and Escalation Management

  • Proactively follow up on pending tickets or unresolved escalations.

  • Conduct callback or feedback sessions to evaluate solution effectiveness.

  • Work closely with senior engineers or specialists for complex escalations involving technical errors or configuration gaps.

  • Identify red-flag issues that could lead to repeat escalations or client dissatisfaction.


Skill Development and Learning Initiatives

Wipro believes in continuous improvement and skill enhancement. As a Production Agent, you are expected to:

  • Regularly participate in training sessions and workshops based on the Employee Helpdesk (HWS) platform and other process-specific tools.

  • Complete all assigned certifications and internal assessments as part of upskilling requirements.

  • Collaborate with team leads to identify training needs or performance gaps.

  • Engage in peer learning, webinars, and other knowledge-sharing forums to build domain expertise.

  • Maintain a learning mindset and contribute to a high-performance support culture.


Performance Metrics

Your performance in this role will be measured across multiple quality and productivity parameters:

Category Performance Measures
Process Number of cases resolved, compliance with SLAs, customer satisfaction scores (CSAT), Pulse ratings
Self-Management Attendance, efficiency, productivity, training completion hours, absenteeism rate
Customer Impact Timely resolution, escalation management, product knowledge, and professionalism

Mandatory Skill: HWS (Employee Helpdesk)

Proficiency in HWS – Human Workflow Services (Employee Helpdesk) is essential for this position. Candidates should have the ability to:

  • Understand helpdesk processes within enterprise environments.

  • Handle issues related to employee onboarding, payroll, benefits, and service requests.

  • Use and troubleshoot enterprise-level Employee Helpdesk platforms.

  • Collaborate with HR/IT stakeholders to escalate and resolve backend issues effectively.

  • Offer insights to improve system usability and end-user satisfaction.


Ideal Candidate Profile

To excel in this position, you should exhibit the following traits:

  • Technical Aptitude: Able to learn tools and platforms quickly and resolve Level-1 support issues independently.

  • Customer-Focused: Strong listening skills and empathy to resolve client concerns effectively.

  • Communication Skills: Excellent verbal and written communication in English.

  • Team Collaboration: Willingness to support and assist peers during high ticket volume or knowledge gaps.

  • Organizational Skills: Attention to detail when documenting tickets or reporting trends.

  • Time Management: Ability to handle multiple queries within tight SLA windows.


Preferred Qualifications

  • Bachelor’s degree or diploma in any discipline.

  • Minimum 1–3 years of experience in helpdesk or support role (preferred).

  • Exposure to enterprise ITSM tools or ticketing systems.

  • Certifications in customer service or IT support (a plus).


Why Choose Wipro?

Joining Wipro means becoming a part of a purpose-driven organization that places people at the center of innovation. As a Production Agent – L1, you’ll contribute to global operations, learn continuously, and build your career with one of the world’s most ethical and admired technology firms.

Benefits of Working with Wipro:

  • Competitive salary and incentive structure.

  • Professional development opportunities and certifications.

  • Inclusive and supportive work culture.

  • Flexible work arrangements depending on the client and process.

  • Global exposure through diverse client portfolios.

  • Recognition and performance-based growth programs.


A Culture Built on Reinvention

Wipro empowers employees to reinvent themselves and their careers. As part of our dynamic support team, you will not only resolve issues but contribute to ongoing process improvement and technology enhancement initiatives.

This is your chance to join a workforce driven by purpose, passion, and progress.


Commitment to Diversity and Inclusion

Wipro is an Equal Opportunity Employer, committed to building a workplace that respects diversity, inclusion, and dignity for all. Applications from persons with disabilities and diverse backgrounds are strongly encouraged.


How to Apply

Ready to kickstart or elevate your career in IT support?

👉 Apply Now at: www.wipro.com/careers
📍 Location: Gurugram
🎯 Role: Production Agent – L1
🧠 Skill Required: HWS (Employee Helpdesk)

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