HR Helpdesk Agent

Gratitude Inc

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1 month ago

HR Helpdesk Agent

1-6 Year(s)

Bangalore, Mumbai

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Job Description

Key Skills

Problem Solving Case Management Troubleshooting HR operations Data Privacy International voice Process HR helpdesk operations ServiceNow (SNOW) Employee Data Management

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HR Helpdesk Agent

Location : Bangalore / Mumbai
Experience : 1–6 Years
Work Mode : Work From Office – 5 Days
Shift : Rotational 24/7 Shifts | Mostly US Night Shifts

Job Overview

We are looking for an HR Helpdesk Agent to manage Tier 1 HR-related queries primarily through an international voice process. The role involves providing HR helpdesk support to employees, line managers, vendors, and other third parties while ensuring accurate, timely, and effective resolution.

Queries may be related to HR policies, employee data management, payroll, benefits, learning and development, time and attendance, and other HR-related processes.

Key Responsibilities

Handle Tier 1 HR Helpdesk queries through calls and other designated support channels.
Provide support to employees, line managers, vendors, and third parties as per defined procedures and knowledge base.
Resolve queries within the defined SLA with a focus on accuracy and first-time resolution.
Log all call details accurately in the ticketing or case management system with proper notes.
Handle queries related to HR policies, employee data, payroll, benefits, learning & development, and time & attendance.
Follow data privacy and confidentiality guidelines at all times.
Maintain quality standards and recommend process improvements where applicable.
Conduct effective research and troubleshooting to resolve customer queries.

Candidate Requirements

Graduate in any discipline.
1–6 years of experience in an International Voice Process – Mandatory.
Domestic Voice Process experience will not be considered.
Experience in US Voice Process will be preferred.
Experience in an International HR Helpdesk will be an added advantage.
Good understanding of HR systems, applications, and case management tools such as ServiceNow or Remedy.
Knowledge of telephony tools such as Avaya will be preferred.
Understanding of Service Level Agreements (SLA).
Basic knowledge of MS Office applications.
Typing speed of 30 WPM with 100% accuracy.
Ability to quickly learn and adapt to new tools and processes.

Required Skills

International Voice Process
HR Helpdesk
Customer Service
HR Operations
Employee Data Management
Payroll Support
Benefits Administration
ServiceNow / Remedy
Case Management
SLA Management
MS Office
Avaya
Troubleshooting
Problem Solving
Decision Making
Data Privacy
Excellent Written & Verbal Communication

Work Conditions

Mandatory 5 days Work From Office.
Must be comfortable working in 24/7 rotational shifts.
The role will primarily involve US Night Shifts.
No remote or work-from-home option is available.

Important Note

Ex-TCS employees are not eligible to apply.
PAN and Date of Birth are mandatory for profile creation.

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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