FTE Helpdesk Associate

Iron Systems, Inc; Sahibzada Ajit Singh Nagar; On-site; INR 300,000 - 400,000; Full time

Job summary

Iron Systems, Inc is seeking an entry-level HR helpdesk professional to join our 24x7 support team in Sahibzada Ajit Singh Nagar. You will act as the first point of contact for HR-related inquiries via phone, email, or portal, resolving issues within defined SLAs.

You will assist with salary, joining, leaves, and records, escalate unresolved queries, and support field service coordination. A proactive, detail-oriented mindset and willingness to work shifts are essential.

Qualifications

• Strong Verbal and Written Communication skills required.
• Analytical and problem-solving mindset essential.

Responsibilities

• Provide first-level contact and resolutions to FTE at global level.
• Handle escalations, service reviews and SLA management.
• Support HR-related topics such as salary, joining, leaves, and issue resolution.
• Maintain FTE files and records; handle grievances and escalation.
• Log, track and resolve issues within SLAs; escalate when needed.
• Support scheduling/coordination of field engineers.
• Generate basic reports and support process improvements.
• Collaborate with cross-functional teams for seamless operations.

Skills

Verbal comms

Written comms

Analytical thinking

Problem solving

Active listening

Phone etiquette

Email etiquette

Attention to detail

Teamwork

Customer focus

Shift work

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.

Key Job Responsibilities

Experience - 0-1 Year of relevant experience

• 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 escalation 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; escalation 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.