HR Helpdesk Analyst

About the job

Unit: Employee Experience Services (EES)Job Title: HR Helpdesk AnalystLevel: SPE/SMELocation: Hybrid, IndiaType of position: Full timeReports to: Team LeadWork Model: HybridShift: US ShiftsResponsible for: Delivering HR and Payroll Helpdesk activities (Hire to Retire HR service)Role briefThe HR Helpdesk Analyst role involves managing employee HR / Payroll inquiries through various channels tickets/ cases, chat, and telephone. The role requires developing a deep understanding of the client organization to respond effectively to employee inquiries originating from multiple sources. The HR Service Delivery Solutions Specialist will have a strong customer service orientation with the responsibility to use independent judgement and problem-solving skills to address Client Associate inquiries regarding HR policies and processes and resolve Associate problems including pay and benefits issue resolution.They will also be responsible for accurately documenting and managing all Associate inquiries via the case management system. Additionally, the Specialist will participate in the planning, development, and delivery of Associate life-cycle support for events such as on-boarding, open enrolment, performance management, and facilitating the exit process. The Specialist will be required to partner successfully across HR and IT functional teams to resolve Associate issues, provide solutions, and offer recommendations for process enhancements and improvements.Core Responsibilities

• Respond to employee inquiries and transactional services over call, & ticket with excellent communication skills.
• Support managers and employees with policy and navigation inquiries, transactions such as employee personal data changes, job data changes, promotions, demotions, salary changes, performance management, learning, severance, payroll and tax inquiries, exit / termination and leave of absence on Workday.
• Create/ refer to Standard Operating Procedures (SOPs) and Detailed Task Procedures (DTPs)
• for completing employee transactions.
• Meet SLAs for timeliness and quality in handling queries.
• Be adept in the HR helpdesk environment.
• Work with onshore partners to get trained on all queries received from employees.
• Follow compliance and quality guidelines to ensure correct information is provided for all queries.
• Transfer to relevant leads or onshore counterparts for all Tier 2 transactions as per the defined process.
• Escalate high-priority cases for immediate intervention.
• Create a repository for all out-of-scope queries and get trained to shift left these into Tier 1.

Knowledge, Skills and Abilities