HRSSC Helpdesk Analyst
2 weeks ago
Primary Directive:
Responsible for providing inquiry and transaction support to employees, managers, HR Business Partners and HR professionals throughout the enterprise.
The WFA Analyst main tasks/ responsibilities include, but are not limited to:
- Responsible for providing Tier 1 assistance on HR-related inquiries to Johnson Controls employees across the Enterprise, including inquiry resolution and transaction processing both telephonically and by email. Tier 1 may be assigned to one or more functional areas as part of their responsibilities and perform a variety of activities both front and backstage (first point of contact or transactional support).
- On Call enquiry support for:
- HR transactions (Pre onboarding, onboarding, exits, transfers, benefits administration, etc.)
- Employee, Job and Data changes
- Compensation Changes
- Job Requisitions support for Managers
- LMS query redressal
- On Call enquiry support for:
- General HR questions when employees are looking for policies and procedures.
- Navigation support for Workday and Portal.
- Escalation of security access to Portal to HR Technology Enablement (HR Atlas portal team).
- Routing of calls to appropriate support owner when service is not provided by HRSSC (The HR Ops, Managers, Payroll helpdesk, etc.).
- Creation of Employment certification letters for HR to distribute further.
- Follow up with Managers, HR, and employees on pending transactions.
- Responsible for register the interaction with the caller and tracking the solution via the ticketing system Microsoft Dynamic CRM, when follow up or escalation to Tier 2 is required.
- Accomplish the Call Management Framework & KPIs for calls and cases.
- Effectively review and process HR service requests and transactions related to HR specialties with a high degree of accuracy and adherence to procedures.
- Perform basic transactional processing activities to support Tier 2 area:
- Requisitions creation and follow up to approvals.
- Update and maintain employee data in the HRIT/HRIM/Functional or system of records.
- Maintain employee personnel files for current and former employees.
- Help on employment verification requests.
- Perform other HRSSC related duties as assigned.
Requirements
Education (technical and/or commercial)
- Bachelor’s degree in HR, or related field required
Job experience
- Desirable 5 years+ working experience in a HR Service Center. Inbound experience is a must.
- High English Proficiency (written and spoken), capable of delivering presentations and coordinating work teams in English.
- Excellent oral and written communication skills and interpersonal skills.
- Ability to work in multiple activities and systems successfully and simultaneously.
- Ability to understand and successfully develop partnerships with customers.
- High Customer Service orientation.
Professional knowledge:
- Desirable experience in Core HR operations processes.
- Desirable experience in Workday / Microsoft CRM Dynamics.
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