Overview

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.

This role requires mandatory periodic rotational shifts on 24/7 basis
5 days Work from office is mandatory requirement of the role.

Formal Education & Certification

• Graduate in any discipline
• Basic computer knowledge required (MS- Office Applications)
• Proven ability to adapt to new tools by applying logical approach
• Work experience as per the job grade.
• Typing speed of 30 wpm with 100% accuracy

Knowledge & Experience

• International voice process experience - Mandatory
• NO domestic voice process experience
• US voice process experience - Preferred
• Expereince in International HR Helpdesk - Preferred
• Good understanding of various HR Systems/ applications and case management tools like ServiceNow, Remedy (preferred)
• Understanding of Service level agreements
• Understanding of the Telephony tools e.g. Avaya

Behavioral Attributes

• Excellent written and verbal communication skills
• Excellent probing, problem-solving and decision making skills.
• Logical and efficient, with keen attention to detail.
• Strong customer service orientation.
• Effective Troubleshooting skills.
• Learning agility – Aptitude to venture in to unknown territories.
• Good researching skills

Core Role Responsibilities

• Handle Tier HR helpdesk queries in line with the set procedures and knowledge base. Provide HR Helpdesk support to the Employees, Line Managers, Vendors and 3rd parties
• 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 procedures

Work Conditions
Ability to work 24*7 shift timings. (Mostly US Night Shifts)
No remote working option