ITIS Service Desk Agent

This role is for one of the Weekday's clients

Salary range: Rs 200000 - Rs 600000 (ie INR 2-6 LPA)

Min Experience: 1 years

Location: Delhi

JobType: full-time

The ITIS Service Desk Agent serves as the first point of contact for employees and managers, providing Level 1 support for HR systems and administrative queries. This role acts as a key liaison between system users, HR operations, and HR systems teams to ensure timely resolution of issues and a consistently high standard of service. The position supports a newly implemented HR system and plays a vital role in stabilizing, testing, and improving service desk processes.

Key Responsibilities

Service Desk & User Support

• Provide first-level support to employees and managers via email, voice, HR systems tools, and mobile applications.
• Act as the initial point of contact for HR system and administration-related queries, ensuring accurate triaging and resolution.
• Resolve issues independently where possible or assign cases to appropriate teams as per defined escalation matrices.
• Proactively follow up with internal stakeholders across multiple geographies to ensure timely closure of requests within agreed SLAs.
• Call back users to provide updates on query status and resolution progress.

HR Systems & Administration Support

• Support users on HR systems, processes, and workflows, ensuring smooth adoption of newly implemented platforms.
• Assist with creating and amending employee contracts, including joining documents, internal job postings, and international mobility changes.
• Support creation and modification of positions within HR portals.
• Generate country-level and functional reports on key HR metrics as required.

Operations & Documentation

• Accurately log and update all interactions, tickets, and resolutions in CRM tools, tracking sheets, and relevant systems.
• Maintain detailed records to ensure audit readiness and service transparency.
• Identify recurring issues and suggest process improvements to enhance service desk efficiency and user experience.

Recruitment & Pre-Appointment Support

• Support pre-recruitment activities such as application sorting and shortlisting for regional teams.
• Learn and assist with pre-appointment screening processes for global staff.

Collaboration & Service Excellence

• Work closely with HR operations, HR systems teams, and regional stakeholders to ensure seamless service delivery.
• Build and maintain positive working relationships with employees, managers, and HR teams globally.
• Contribute to the continuous improvement of HR Service Centre processes and customer service standards.

Required Skills & Experience

• 1–2 years of experience in a Help Desk, Service Desk, or Customer Support role (HR/IT environment preferred).
• Good understanding of HR systems, processes, and administrative workflows.
• Strong problem-solving skills in a service-oriented, administrative environment.
• Excellent written and verbal communication skills.
• Ability to work in a 24x7 operational environment and support users across global time zones.
• High attention to detail with strong documentation and follow-up discipline.

Skills

• IT Service Desk Operations
• HR Systems Support
• Customer Support
• Ticket & Case Management
• Problem Solving