Production Specialist L2

Role Overview Wipro is looking for a Production Specialist L2 to join its IT services team in Gurugram. In this role, you will deliver effective technical support to clients, manage incoming service requests, and ensure all issues are resolved in line with defined SLAs. You will be a key point of contact for end users seeking technical assistance via phone and email. Key Responsibilities - Handle all incoming client help requests through telephone and email in a professional and courteous manner - Capture and document complete end user details including name, department, contact information, and a clear description of the issue - Record, track, and maintain logs of all queries, troubleshooting steps taken, and resolution outcomes - Update personal availability in the RAVE system to maintain process productivity - Follow standard operating procedures and escalation protocols to resolve client issues within agreed SLA timeframes - Support process quality by managing transactions in accordance with defined quality benchmarks Required Qualifications - Prior experience in a technical support or IT helpdesk role - Strong verbal and written communication skills in English - Familiarity with ticketing systems and remote support tools - Ability to work in a fast-paced, SLA-driven environment - Basic understanding of IT infrastructure and troubleshooting processes Why Join Us Wipro is a globally recognised technology and consulting company offering strong career growth opportunities and a collaborative work environment. This role gives you the chance to build expertise in enterprise IT support while working with a leading Fortune 500 organisation.

- Experience in IT technical support or helpdesk operations - Strong communication skills in English, both verbal and written - Ability to handle client queries via phone and email professionally - Familiarity with ITSM or ticketing tools - Knowledge of SLA-based support environments - Problem-solving skills with attention to detail - Ability to document and track issues accurately

- Opportunity to work with a globally recognised IT brand - Structured career growth and learning programs - Exposure to enterprise-level IT support processes