HRSSC Helpdesk Analyst

6 months ago

Pune, India Johnson Controls Full time

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 changesCompensation ChangesJob Requisitions support for ManagersLMS query redressal 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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