The Tier 1 HR Helpdesk Agent is responsible for managing Tier 1 HR related queries (primarily calls) from the client employees, line managers, vendors and other 3rd parties' basis the procedures defined, instructions provided and the knowledge base available. These queries relate to HR Policies, Employee Data Management, Payroll, Benefits, Learning and Development, T&A and other HR related topics. These queries should be managed in the specified time and with mandated level of accuracy with focus on first time closure.
- Fluent in English and Spanish (verbal and written)
- Experience in HR Helpdesk - Preferred
- Good understanding of HR Systems Workday and case management tools like ServiceNow (preferred)
- Understanding of Service level agreements
- Understanding of the Telephony tools e.g. Avaya
- Ensure call details are logged in the ticketing tool with proper notes
- Ensure data privacy processes is followed with upmost focus
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedure