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3.7

based on 47.3k Reviews

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8 Wipro Associate Jobs

Associate

1-3 years

Gurgaon / Gurugram

Associate

Wipro

posted 20d ago

Job Description

Role Purpose

The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction

Do

  1. Ensure timely response of all the tickets raised by the client end user
  2. Service requests solutioning by maintaining quality parameters
  3. Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep
  4. Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
      • Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
      1. Provide an acceptance and immediate resolution to the high priority tickets/ service
      2. Installing and configuring software/ hardware requirements based on service requests
      3. 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
      • Provide application/ user access as per client requirements and requests to ensure timely solutioning
      • Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
      1. Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
      2. Coordinate with on-site team for complex problem resolution and ensure timely client servicing
      3. Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

      Stakeholder Interaction

      Stakeholder Type

      Stakeholder Identification

      Purpose of Interaction

      Internal

      Project Manager

      For governance and client relationship management

      On-site project team

      To resolve the complex problem/ issues at the site

      Lead/ Sr. Administrator

      Guide the administrators with the complex problems

      External

      Client

      Resolving the tickets/ queries and servicing them

      Display

      Lists the competencies required to perform this role effectively:

      • Functional Competencies/ Skill
      • Process Excellence Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk Expert
      • Systems Thinking Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent
      • Technical knowledge knowledge of the various devices/ network etc which the administrator have to service - Expert


      Competency Levels

      Foundation

      Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

      Competent

      Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

      Expert

      Applies the competency in all situations and is serves as a guide to others as well.

      Master

      Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.

      • Behavioral Competencies
      • Problem solving
      • Execution excellence
      • Passion for results
      • Collaborative working

      Deliver / No. / Performance Parameter / Measure -

      1. 100% adherence to SLA/ timelines

      Multiple cases of red time

      Zero customer escalation

      Client appreciation emails

      2. L&P Policy Acquisition & Servicing


      Employment Type: Full Time, Permanent

      Read full job description

      Wipro Interview Questions & Tips

      Prepare for Wipro Associate roles with real interview advice

      Top Wipro Associate Interview Questions

      Q1. What's IP address and why is it required?
      View answers (26)
      Q2. Who are the members and providers in insurance?
      View answers (5)
      Q3. differences between credit card and debit card
      View answers (16)
      View all 38 questions

      What Associate at Wipro are saying

      3.9
       Rating based on 1.9k Associate reviews

      Likes

      Good place to work. Good for fresher and job security

      Dislikes

      Salary is the issue over here if you are expecting good salary dont come here. If you have sacrificed everything in your life then you can come here to much work pressure but when it come to salary they will give you penny and will earn from you lakhs. This organisation know how to suck blood

      Read 1.9k reviews

      Associate salary at Wipro

      reported by 13k employees
      ₹0.7 L/yr - ₹4.8 L/yr
      63% less than the average Associate Salary in India
      View more details

      What Wipro employees are saying about work life

      based on 47.3k employees
      64%
      74%
      64%
      77%
      Flexible timing
      Monday to Friday
      No travel
      Day Shift
      View more insights

      Wipro Benefits

      Submitted by Company
      Family and Parenting
      Perks and Benefits
      Health Care & Insurance
      Financial & Retirement
      Professional Support
      Vacation and Time off
      Submitted by Employees
      Cafeteria
      Health Insurance
      Free Transport
      Work From Home
      Soft Skill Training
      Job Training +6 more
      View more benefits

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      Gurgaon Office
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