Human Resources Service Desk Specialist

Job Description: Human Resources Service Desk Specialist

Locations: Mumbai
Experience Required: 1–6 Years
Salary: Up to ₹9 LPA
Job Type: Full-Time
Work Arrangement: 100% Work From Office
Shift Pattern: 24/7 Rotational Shifts, predominantly US Night Shifts

Position Summary

We are seeking a service-oriented Human Resources Service Desk Specialist to manage first-level HR support for an international workforce. The successful candidate will handle employee inquiries over the phone, use HR knowledge resources and case management applications, and deliver accurate, timely, and professional service.

Primary Duties and Responsibilities

• Serve as the first-level contact for employees, line managers, vendors, and authorized third parties seeking HR assistance.

• Address routine inquiries regarding HR policies, employee information, payroll, benefits, learning and development, and time and attendance.

• Use available knowledge bases and HR applications to research and resolve queries.

• Document interactions, actions taken, and resolutions accurately in the ticketing system.

• Meet service-level agreements, quality requirements, and first-contact resolution objectives.

• Escalate issues that require specialist intervention or additional authorization.

• Comply with data protection, confidentiality, and information security requirements.

• Maintain professional call handling and recommend improvements to service delivery where appropriate.

Education and Experience

• Bachelor's degree or graduate qualification in any discipline.

• 1–6 years of relevant professional experience.

• Prior international voice process experience is mandatory.

• Domestic-only voice process experience will not meet the requirement.

• US voice process and international HR helpdesk experience are preferred.

• Familiarity with ServiceNow, Remedy, Avaya, or comparable HR/call-handling tools is desirable.

• Basic MS Office proficiency.

• Typing speed of 30 WPM with 100% accuracy.

Essential Skills

• Excellent spoken and written English communication.

• Strong customer service orientation.

• Effective questioning, research, and troubleshooting.

• Problem-solving and sound decision-making.

• Accurate data entry and documentation.

• Ability to learn new applications and work within established procedures.

Working Conditions

• Five days per week, working onsite.

• Must be available for 24/7 rotational shifts, including night shifts aligned with US business hours.

• No remote work option.

Important Eligibility Note: Former TCS employees are ineligible. PAN and date of birth are required for candidate profile creation.