Wipro Analyst Role in Gurugram – A Gateway to Customer-Centric Technical Excellence

Introduction

Wipro Limited, a global powerhouse in consulting, technology, and business process services, is inviting applications for the Analyst role at its Gurugram office. With a workforce of over 230,000 employees and business partners spread across 65+ countries, Wipro stands at the forefront of digital transformation. The company enables clients to navigate complex technological challenges with innovation, agility, and purpose.

The Analyst role is tailor-made for professionals passionate about delivering exceptional technical support and resolving client issues with efficiency and empathy. If you’re seeking a fast-paced, learning-oriented, and customer-centric environment, this position is your launchpad.

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About Wipro

Wipro (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global IT, consulting, and business process services company. With decades of experience and a robust digital transformation portfolio, Wipro empowers clients to operate with confidence in a rapidly evolving world. The company’s holistic approach to consulting, engineering, and operations helps clients unlock new value and build sustainable futures.

Wipro’s mission to “Reinvent your world” is not just a slogan but a driving force behind its workforce development, client partnerships, and innovation culture.

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Position Overview – Analyst (Requisition ID: 28447)

Location: Gurugram, India
Position Type: Full-time
Department: Technical Support / Customer Service
Experience Level: Entry to Mid-Level
Eligibility: Open to all qualified candidates, including individuals with disabilities

The Analyst role is designed to deliver effective technical support, resolve client issues in a timely manner, and uphold the highest levels of customer service. This position requires a strong foundation in problem-solving, technical diagnosis, documentation, and client engagement.

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Key Responsibilities

1. Process Support and Query Management

Analysts at Wipro are at the front line of client interaction. You will be responsible for handling and resolving queries related to technical issues, product functionality, and service disruptions. Specific responsibilities include:

• Managing transactions and ensuring compliance with defined quality standards.

• Responding to client inquiries via phone and email with professionalism and courtesy.

• Documenting end-user details including department, contact information, and nature of the issue.

• Updating availability status on the internal RAVE system to support workflow transparency.

• Tracking each client query, from initiation to final resolution, using standard logging and escalation tools.

By adhering to standard operating procedures and leveraging internal knowledge bases, analysts ensure quick, consistent, and customer-centric resolutions.

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2. Client Issue Resolution and SLA Compliance

You’ll be expected to meet Service Level Agreements (SLAs) consistently, delivering timely and effective technical resolutions. Responsibilities under this area include:

• Diagnosing client issues through structured questioning and step-by-step guidance.

• Helping clients navigate product menus and explore features for better usability.

• Maintaining comprehensive call logs and support ticket records to identify recurring issues.

• Offering alternate solutions when appropriate to retain client business and satisfaction.

• Making scheduled follow-up calls to gather feedback and confirm resolution satisfaction.

By meeting defined KPIs—such as cases resolved per day, customer feedback scores, and quality assurance audits—you directly contribute to client retention and business trust.

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3. Customer Service and Communication Excellence

Effective communication is the backbone of this role. Analysts are expected to:

• Present ideas clearly and adapt oral communication to suit various listener profiles.

• Maintain a positive tone and empathy in all client interactions.

• Ensure full disclosure of product terms, updates, and usage guidance during interactions.

• Ensure strict compliance with service agreements to avoid legal complications.

Clear, courteous, and concise communication will help establish long-term client confidence in Wipro’s service delivery.

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4. Knowledge Management and Documentation

Knowledge is power in technical support. As an Analyst, you will:

• Regularly access and contribute to internal knowledge repositories.

• Maintain updated records of frequently asked questions, solutions, and product guides.

• Document customer-facing issues to help improve product features and support documentation.

• Analyze call logs to identify recurring pain points and recommend systemic improvements.

By managing accurate records, analysts also help internal teams optimize support workflows and training resources.

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5. Continuous Learning and Product Mastery

The ever-evolving nature of technology demands constant upskilling. Wipro emphasizes continuous learning and capability development. Analysts are encouraged to:

• Participate in product-specific training sessions.

• Stay updated on the latest product features, releases, and known issues.

• Collaborate with team leads and internal stakeholders to brainstorm training requirements.

• Track their own training progress in terms of hours and certifications completed.

Self-driven learning and participation in team training initiatives are critical for both individual career growth and team effectiveness.

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Performance Expectations

Performance is assessed across two major dimensions: Process and Self-Management.

1. Process Metrics

2. Self-Management Metrics

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Ideal Candidate Profile

To thrive in this role, candidates should embody the following:

Technical Acumen

• Familiarity with support ticketing systems and CRM tools.

• Basic understanding of software applications, system troubleshooting, and network issues.

Soft Skills

• Exceptional verbal and written communication.

• Patience, empathy, and a customer-first mindset.

• Ability to multitask and manage priorities under pressure.

Process Orientation

• A keen eye for detail and a structured approach to problem-solving.

• High levels of accountability and adherence to compliance protocols.

Learning Orientation

• Willingness to embrace new technologies, tools, and processes.

• Commitment to personal and professional development through training and self-study.

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Why Join Wipro?

Working at Wipro means more than just having a job. It’s an opportunity to shape the future of industries and lives through meaningful digital innovation. Here’s why Wipro stands out as an employer of choice:

1. Inclusive Work Culture

Wipro celebrates diversity and actively encourages applications from individuals with disabilities. The company believes in equal opportunity and fostering an inclusive work environment.

2. Purpose-Driven Mission

Every employee at Wipro is part of a larger mission: to reinvent the world through technology and human ingenuity. The Analyst role plays a key part in fulfilling this mission by keeping clients engaged and supported.

3. Learning & Career Development

Wipro provides extensive training and certification programs, enabling you to grow within the company. Whether you’re starting your career or looking to upskill, Wipro offers an ecosystem of continuous learning.

4. Strong Global Reputation

Wipro is consistently recognized for its strong values, innovation, and global leadership in IT services. Working here places you among the industry’s best minds and most impactful projects.

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Conclusion

If you’re looking for a career that blends technical support, client service, and continuous learning in a dynamic and global work environment, the Analyst role at Wipro in Gurugram is an excellent choice.

By stepping into this role, you’ll become an integral part of a team that values customer satisfaction, personal growth, and operational excellence. With Wipro’s strong legacy, digital-first culture, and focus on employee empowerment, this opportunity promises both stability and growth.

Apply Here