FTE Helpdesk Associate

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 concerned department and follow up for resolution. Properly escalate unresolved queries to project Manager Track, route and redirect problems to correct resources Update FTE issue data and produce reports to 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; escalate 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. Show more Show less