This role is for one of the Weekday's clients
Salary range: Rs ****** - Rs ****** (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 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

📌 Itis Service Desk Agent (Delhi)
🏢 Weekday AI
📍 Delhi