Wipro BPS Technical Analyst Interview: Rounds, Questions and Preparation

What the job involves

A Technical Analyst in Indian IT services supports client systems, resolves technical issues, and ensures smooth IT operations. Day to day, they monitor tickets, troubleshoot hardware/software problems, and coordinate with teams to meet service level agreements. The role is a common entry point for freshers in companies like Wipro BPS.

Role and Technical Knowledge

1. 1

   What is the difference between a hub, switch, and router?

   Explain that hubs broadcast to all ports, switches use MAC addresses for forwarding, and routers connect different networks using IP addresses.

2. 2

   Explain the OSI model and its layers.

   List the seven layers (Physical, Data Link, Network, Transport, Session, Presentation, Application) and briefly describe each layer's function.

3. 3

   What is DHCP and how does it work?

   Describe DHCP as a protocol that automatically assigns IP addresses to devices, covering the DORA process (Discover, Offer, Request, Acknowledge).

4. 4

   What are the common causes of a slow computer and how would you troubleshoot?

   Mention checking for high CPU/memory usage, malware, disk fragmentation, and suggest steps like running antivirus scans, cleaning temporary files, and upgrading RAM.

Practical Scenarios

1. 5

   A user reports they cannot access the internet. How would you troubleshoot?

   Start with basic checks: physical connections, IP configuration (ipconfig), ping tests, and then move to DNS or router issues. Emphasize a step-by-step approach.

2. 6

   You receive multiple high-priority tickets at once. How do you prioritize?

   Discuss using SLAs and impact analysis: critical business systems first, then widespread issues, and communicate delays to stakeholders.

3. 7

   A client is angry about a recurring issue. How do you handle it?

   Show empathy, apologize for inconvenience, explain the steps you are taking to resolve it permanently, and follow up to ensure satisfaction.

4. 8

   How would you handle a situation where you don't know the solution to a technical problem?

   Highlight resourcefulness: researching knowledge bases, consulting senior colleagues, and being honest with the user while committing to find an answer.

Behavioural and HR

1. 9

   Why do you want to work as a Technical Analyst in IT services?

   Connect your interest in technology and problem-solving with the opportunity to learn and grow in a service-oriented environment.

2. 10

   Describe a time you worked in a team to solve a problem.

   Use the STAR method: describe the situation, your task, actions you took, and the result, emphasizing collaboration.

3. 11

   How do you handle stress or pressure?

   Mention techniques like prioritizing tasks, taking short breaks, and maintaining a positive attitude, with an example if possible.

4. 12

   Are you willing to work in rotational shifts?

   Be honest but show flexibility; mention adaptability and willingness to support global clients as required.

Company and Sector Awareness

1. 13

   What do you understand about the IT services sector in India?

   Talk about its role in global outsourcing, key services like application management and infrastructure support, and its contribution to the economy.

2. 14

   Why are you interested in joining a company like Wipro BPS?

   Research the company's values, training programs, and client base; align your career goals with their offerings.

3. 15

   How do you keep yourself updated with the latest technology trends?

   Mention following tech blogs, online courses, and forums; show enthusiasm for continuous learning.

4. 16

   What do you know about ITIL and how is it relevant to this role?

   Explain ITIL as a framework for IT service management, focusing on incident, problem, and change management, which are core to the role.