HRSS - Helpdesk

Job Objective:

HR Helpdesk serves as a central information provider of consolidated HRSS products and services made readily available upon employee query. Provides assistance and resolutions to queries and issues related to HRSS through HR provided systems. Create tools and ongoing enhancements for the HD operations; maintains the same, creates job aide for guidance in sharing product knowledge among team members.

Essential Duties & Responsibilities

Service Delivery:

● Provides timely response, recommendation and quality resolution to HR queries on products and services without compromising efficiency.

● Categorize inquiries as to level of priority, assign and escalate cases/issues to the appropriate team for further resolution.

● Coordinates and collaborates with the proper team to solicit best possible resolution to employee query and issues.

● Maintain proper and correct tracking of actions taken to address cases and issues, including but not limited to daily monitoring and consistent follow ups on cases/issues assigned while taking ownership to it.

● Observes and adheres to maintain and preserve member data confidentiality and integrity on providing resolutions in accordance to security policies and procedures;

● Identifies potential challenges on the existing HD systems and operations as well as problems encountered by members providing initiative action plans and/or escalation to Management when needed.

● Minimize escalations.

Customer Service:

● Handle inbound and outbound customer service.

● Delight customers and ensure best customer experience possible.

● Function as the first point of contact for inquiries/cases raised by employees via HR Helpdesk Tool.

● Gather relevant detailed information regarding the queries.

Quality:

● Ensure that set objectives are met as defined on the agreed performance.

● Attend, participate and pass all scheduled and requested training events . and assessments required to update/broaden knowledge relevant to the role

● Adherence to schedule and compliance for attendance.

● Respect for self, colleagues and management.

● Demonstration of initiative towards self-development.

● Provide an exceptional member experience at every contact by focusing on support, resolution and courtesy.

● Understand and show ownership in achieving the objectives on productivity, quality and resolution.

● Make an assessment of his/her skills and knowledge, make a reflection on what he/she wishes to develop.

● Maintain and improve quality results by adhering to standards and guidelines; and recommending improved procedures.

Job Specifications (Qualifications, Skills and Experience)

Educational Background:

➢ Graduate of any degree.

➢ Above average oral and written communication.

➢ Excellent analytical and problem solving skills.

➢ Willingness to work in shifts.

Work Experience:

➢ Experience with MS Office tools or Google Apps (e.g. Sheets, Docs & etc.)

➢ Relevant HR experience is an asset.

➢ Experience/knowledge of SAP HR modules is an asset.

Skills Requirements:

➢ HR Expertise Practice

➢ Communication and Interpersonal Skills

➢ Capacity to Lead and supervise

➢ Decision making wise

➢ Keen attention to Detail

➢ Action Oriented

➢ Drive for Results

➢ Proficiency in Systems and Tools

➢ Proficient in the English Language (written and spoken)

➢ Adaptability and Flexibility

➢ Customer Orientation

➢ Trustworthiness/Ethics