Service Desk Specialist

Description

• The Rep, HR Services Center is the first point of contact for all HR questions including Payroll, Manager Self-Service, Employee Data, New Hire, Learning, Performance Management processes and Benefit inquiries.
• The role serves as the primary customer contact;
• Will be utilizing a knowledge base and case management tool, email and a multi-line phone system.
• The role provides basic functional support for HR Systems for employees, managers and HR Business Partners with resolutions that are timely and accurate to help enhance the employee experience.
• Answer and resolve a high volume of HR related inquiries (eg, Payroll, Systems and HR policies etc.) via emails and phones to ensure first call resolution.
• Troubleshoot and provide functional support to maintain service levels while referring employees to appropriate departments as needed.
• Resolve issues that might prevent timely processing or result in data integrity issues.
• Communicate the status of escalated issues to the supervisor/management on a timely basis.
• System Functional Support: provide HR Systems support to employees, managers and HR Business Partners with step by step guidance for basic business processes and navigation.
• Assist HR Business Partners with retrieval of employee indicative data from HRMS system.
• Acquire and maintain knowledge of relevant HR programs, processes, technology and policies in order to function as a resource for customers.
• Provide accurate diagnosis for low to critical HR Issues in a timely and efficient manner.
• Participate in process improvement opportunities to enhance the quality and efficiency of the HR Service Center and the employee experience by partnering with team members and/or external HR functional groups.
• Participate in HR and Enterprise projects to ensure alignment and understanding of related changes for HR Help Desk team members, and participate in process design.
• System Technical Support: evaluate incoming issues in the technical support queue by validating/gathering user identity, action taken, expected result, actual result, error message text, and relevant logs, files, or screen shots.
• Update Problem/description according to naming established naming convention.
• When the issue has been identified then review list of established solutions provided in the team knowledge base.
• If the issue cannot be identified or solved then escalate to Tier 2.

• 1-3 years experience in HR, Business or Call Center environment.
• Customer Service focus, comprised of advanced listening and comprehension skills, effective verbal and written communication skills, and overall compassion and empathy.
• Ability to demonstrate step-by-step instruction to assist end user with basic processes involving HR Systems.
• Basic skills in Microsoft Office Suite: Excel, Outlook, and Word.
• Attention to detail, research analysis, and problem solving skills to identify and diagnose a variety of HR problems and implement solutions.
• Independent judgment and multitasking skills to facilitate multiple system navigation and issue prioritization while providing direction/resolution for employees with issues related to pay, systems and HR process/policy.
• Consistently work within department and company guidelines and stay current on process/procedures by participating in team strategy and adapting to change.
• Organization and time management to establish and meet deadlines.