Fresher / 0-1 Yrs Exp | Bachelor’s Degree | Technical Operations & Process Analysis | Retail Banking & IT Services | Pune, India | On-site | Full Time
Deliver End-to-End Technical Support, Ticket Diagnosis, and Process Resolution for Global Retail Banking Platforms
Join Wipro Limited as an Associate Analyst within the IT Services and Consulting domain in Pune. In this role, you will provide front-line technical and process support to clients, ensuring high transaction quality and strict adherence to Service Level Agreements (SLAs). You will diagnose customer inquiries, log and track help desk tickets, perform root-cause analysis on recurring system issues, and escalate complex technical queries to maintain seamless business operations and high client satisfaction.
Key Responsibilities:
- Field incoming technical support requests via phone and email, logging detailed case information into designated tracking systems.
- Diagnose, troubleshoot, and resolve client queries regarding retail banking tools and digital platforms using step-by-step solutions.
- Track call logs and ticket trends to identify systemic issues and contribute to internal self-help knowledge bases.
- Escalate high-priority client issues and process red flags to Team Leaders to ensure compliance with contractual SLAs.
- Participate in continuous technical and product training to stay updated on system enhancements, disclosures, and compliance standards.
Tools/Technologies Used:
- Domain Focus: Retail Banking Operations, Business Analysis (BA)
- Operations & Ticketing: Helpdesk Ticketing Systems, RAVE Availability System, Incident Tracking Software
- Process Management: SLA Monitoring, Case Management, Quality Assurance Standards
- Documentation & Knowledge: Knowledge Base Management, Incident Logging, Root-Cause Trend Analysis