HR Helpdesk
4 weeks ago
Exp - 5-10 Years
Location - Bangalore
JD -
Acute analytical abilities to categorize and prioritize requests effectively under varying degrees of urgency and complexity.
A sound understanding of HR processes, systems, and standard operating procedures.
Adept in leveraging HR Service Delivery tools to enhance user experience and workflow efficiency.
Exceptional communication skills (multilingual), with an emphasis on clarity and empathy in all interactions
Masters or equivalent in Human Resources will be preferred.
Act as the initial point of contact for all HR inquiries, ensuring that all requests are
getting acknowledged on timely manner as per the given SLA’s.
Conduct precise validation of each query to verify its relevance and completeness.
Systematically categorize incoming requests according to a predefined framework to
streamline processing.
Diligently assign requests to the correct HR Helpdesk Associates/Administrator (L0-
L3) or specialized teams (HR Technology, Data, HR Continuity, HR Knowledge, COE
etc), based on the nature and complexity of the inquiry.
Furnish basic but comprehensive assistance and information to employees on HR
processes, policies, and system navigation.
Proactively monitor and follow up on the status of requests to confirm progress and
encourage expedient resolution.
Actively participate in the continuous improvement of HR Helpdesk operations by
identifying patterns and providing insights on recurrent issues.
Maintain detailed records and documentation of all interactions, actions taken, and
resolutions provided.
Continuously work in collaboration with the HR knowledge Team for FAQs, leveraging
insights from resolved inquiries to enhance the self-service capabilities of employees.
Analyze HR service delivery metrics with a critical eye, identifying trends and
proposing strategic improvements to elevate service quality and efficiency.
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