HR Service Desk Associate

Job Location: Bangalore / Mumbai

Experience: 1–6 Years
Band: BPO 1 / 2 / 3
Work Mode: Work From Office (WFO)
Shift: 24/7 Rotational Shifts (Primarily US Night Shifts)

Job Overview

We are looking for customer-focused and detail-oriented HR Service Desk Associates to provide Tier 1 HR support to client employees, line managers, vendors, and other third parties.

The role involves handling employee queries primarily through inbound calls and providing accurate and timely resolutions based on established HR policies, standard operating procedures (SOPs), and available knowledge base resources.

The associate will support queries related to HR policies, employee data management, payroll, benefits, learning and development, time and attendance (T&A), and other HR-related processes, ensuring high-quality service delivery and maximum first-contact resolution.

Key Responsibilities

• Handle Tier 1 HR-related queries from employees, line managers, vendors, and third parties through inbound calls and other support channels.

• Provide accurate information and assistance regarding HR policies, payroll, employee data, benefits, learning and development, and time and attendance.

• Follow established procedures, process guidelines, and knowledge base documentation to resolve employee queries.

• Record and update all interaction details, call notes, and resolutions accurately in the designated ticketing or case management system.

• Ensure timely resolution of queries within defined Service Level Agreements (SLAs).

• Maintain a strong focus on first-call resolution, service quality, and customer satisfaction.

• Escalate complex or unresolved issues to the appropriate support teams.

• Maintain strict confidentiality and adhere to data privacy and information security policies.

• Identify recurring issues and recommend process improvements to enhance service delivery.

• Consistently meet productivity, quality, accuracy, and customer service targets.

Required Qualifications & Skills

• Graduate in any discipline.

• 1–6 years of relevant work experience in an international voice process.

• Mandatory international voice process experience.

• Domestic voice process experience will not be considered.

• Excellent verbal and written communication skills.

• Good customer service, problem-solving, probing, and troubleshooting abilities.

• Basic knowledge of MS Office applications.

• Typing speed of at least 30 WPM with 100% accuracy.

• Ability to learn and adapt to new tools, systems, and processes.

• Good research skills, logical thinking, and attention to detail.

• Understanding of Service Level Agreements (SLAs) and customer service standards.

Preferred Qualifications

• Experience in an international HR Helpdesk or HR Shared Services environment.

• Prior experience handling US voice processes.

• Familiarity with HR systems, applications, and case management tools such as ServiceNow or Remedy.

• Knowledge of telephony tools such as Avaya.

• Basic understanding of HR operations, payroll, benefits, employee lifecycle processes, and time and attendance management.

Behavioral Competencies

• Strong customer service orientation.

• Excellent communication and interpersonal skills.

• Effective decision-making and problem-solving abilities.

• Strong attention to detail and process adherence.

• Ability to manage multiple queries in a fast-paced environment.

• Learning agility and willingness to work with new systems and processes.

• Ability to work independently and collaboratively within a team.

Work Conditions

• Mandatory 5-day Work From Office (WFO).

• Must be flexible to work in a 24/7 rotational shift environment.

• Shifts will primarily align with US business hours, including night shifts.

• No work-from-home or remote working option.

• Candidates must be comfortable working rotational shifts as per business requirements.

Important Information

• Former TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are mandatory for candidate profile creation.

• Candidates must have mandatory international voice process experience.

• Domestic voice process experience alone will not be considered.