HR Helpdesk Agent - Tier 1

Location: Bangalore OR Mumbai, India | *Work Setup: Onsite | Shift: 24x7 Rotational, US Night Shifts Mostly

Job Type:Full-time 

Band:BPO 1/2/3

 Experience: 1–6 Years

Job ID: 413923 - Bengaluru | 406291 - Mumbai Salary: Up to 9 LPA

Role Overview

Handle Tier 1 HR Helpdesk queries via voice for client employees, managers, vendors, and third parties. Support topics across HR Policies, Employee Data, Payroll, Benefits, L&D, and T&A. Focus on first-time closure, accuracy, and SLA adherence.

Key Responsibilities

- Query Management:Manage Tier 1 HR queries per SOPs and knowledge base. Provide HR Helpdesk support for Employees, Line Managers, Vendors, and 3rd parties

- Documentation & Compliance: Log all call details with proper notes in ticketing tools like ServiceNow/Remedy. Ensure strict adherence to data privacy processes

- Quality & Improvement:* Maintain and improve quality by following standards and guidelines. Recommend process improvements for better service delivery

Must-Have Skills & Qualifications

- Experience: International Voice Process experience – Mandatory. US Voice Process experience – Preferred. Domestic Voice Process – Not eligible

- Domain:International HR Helpdesk experience – Preferred. Good understanding of HR systems and case management tools like ServiceNow, Remedy

- Technical: Graduate in any discipline. Basic MS Office knowledge. Typing speed: 30 WPM with 100% accuracy. Understanding of Telephony tools e.g., Avaya. Understanding of SLAs

- Behavioral: Excellent verbal & written communication. Strong probing, problem-solving, and decision-making skills. Customer service orientation. Logical, detail-oriented, with learning agility

Working Conditions

24x7 rotational shifts – Mostly US Night Shifts. 5 days Work from Office is mandatory. No remote working option.