FTE Helpdesk Associate

Iron Systems; Mohali; On-site; INR 240,000 - 420,000; Full time

Job summary

Iron Systems is seeking an HR Helpdesk Associate to join our 24x7 Mohali operations. You will be the first point of contact for full-time employees, addressing HR topics such as salary, joining, leaves, payroll coordination, attendance, and related issues.

The role requires strong communication, problem-solving, and attention to detail, with a collaborative, customer-focused approach. Willingness to work in shifts is essential for this fast-paced environment.

Qualifications

• Strong verbal and written communication skills are required.
• Analytical and problem-solving mindset with attention to detail.
• Active listening and professional phone/email etiquette.
• Experience handling attendance, payroll topics, and escalation handling is a plus.

Responsibilities

• Provide first-level contact and resolutions to FTE at global level.
• Handle escalations and SLA management.
• Support HR topics such as salary, joining, leaves, etc and resolve issues.
• Maintain FTE files and records in electronic and paper form.
• Elevate unresolved queries to project manager.
• Log, track, and resolve issues within defined SLAs; escalate as needed.
• Support scheduling and coordination of field service engineers.

Skills

Verbal communication

Written communication

Analytical thinking

Problem solving

Active listening

Shift willingness

Job description

COMPANY OVERVIEW:

Iron Systems/Iron Service Global is a leading provider of integrated information technology solutions and last-mile supply chain services to the global Data Center, Edge Computing, Telecom and IoT infrastructure and adjacent industries.

We enable digital transformation and accelerate innovation. We are a technology and digital engineering company that provides expertise across industries.

Experience - 0-1 Year of relevant experience

Key Job Responsibilities:

• Provide first-level contact and convey resolutions to FTE (Full-time Time Engineer) at global Level
• Have Handle escalations, Service Review SLA Management
• Provide support to FTE in various HR-related topics such as Salary, compensation, Joining, leaves, etc and resolve issues and problems
• Maintain FTE files and records in electronic and paper form
• Handle FTE grievances formally and informally, forward them to the concerned department, and follow up for resolution.
• Properly elevate unresolved queries to project Manager
• Track, route and redirect problems to correct resources
• Update FTE issue data and produce reports for the manager.
• Follow up on FTE check-in issue resolution.
• Preserve and grow your knowledge of help desk procedures, products, and services
• Handling issues/Queries over calls or emails
• Act as the first point of contact for service requests via phone, email, or portal.
• Log, track, and resolve issues within defined SLAs; elevate as needed.
• Support scheduling and coordination of field service engineers.
• Ensure professional communication with internal teams and clients.
• Generate basic reports and assist in process improvements.
• Collaborate with cross-functional teams for seamless operations.

Required Skill Sets

• Strong Verbal and Written Communication
• Analytical and Problem-Solving mindset

Active listening and professional phone/email etiquette

• Strong attention to detail and accuracy in ticket handling and reporting
• Basic problem-solving and troubleshooting capabilities
• Collaborative mindset and ability to work in a team environment
• Proactive and customer-focused attitude
• Willingness to work in shifts

The candidate should be willing to work in a fast-paced, 24x7 environment. Shifts can be day or night, depending on the business requirements.

Mandatory Skills

Experience/attendance tracking, timesheet verification, payroll coordination, and escalation handling. T