ITIS Service Desk Agent (Delhi)

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 - 12 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 workplace 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 .