US Employee HR Help Desk Management

The Employee HR Help Desk Management Associate is the first line of support for employees, managers, and contingent workers seeking assistance with HR policies, benefits, payroll, leave, onboarding/offboarding, HR systems access, and employment verification. This role triages, creates and resolves tickets, delivers accurate and compliant information, maintains high-touch employee experience, and partners with clients for complex cases.

Principal Accountabilities:-

• Serve as the primary contact for HR issue resolution.
• Knowledge of ticketing system, email, chat, and phone for HR inquiries across benefits, payroll, time & attendance, leave, onboarding, performance cycles, and HR system access
• Provide clear, empathetic, and accurate guidance; document all interactions and resolutions using knowledge base (KB) templates and case notes.
• Resolve requests within SLAs; escalate complex issues (fraud alerts, disputed charges, duplicate claims) to appropriate teams.
• Create issue/request tickets based on user intimation via calls, emails and other modes of interaction.
• Produce periodic dashboards (spend by category, leakage to non-approved channels, policy exceptions).
• Track and report KPIs (volume, SLA attainment, FCR, CSAT, backlog, reopens, aging).
• Identify recurring issues and propose process/KB improvements; partner with HR Ops to standardize responses and reduce handoffs.
• Exposure or relevant experience in handling Employee HR Help Desk is preferred
  
  

Skills:-

• Excellent communication skills, with the ability to actively listen, ask clarifying questions, and provide accurate, empathetic responses to employee inquiries.
• Strong analytical and critical-thinking skills; ability to combine attention to detail with big picture perspective.
• Abides by company program as well as Federal regulations to ensure regulatory compliance.
• Knowledge of HR Issue Resolution and associated KPI Metrics.
• Responds to all requests and communications (Phone Calls, Emails, Tickets) in a timely and thorough manner
  
  

US Shift Working Hybrid (8:00 AM to 5:00 PM EST)

• During Training period expected to WFO
  
  

Qualifications

Bachelor's Degree: Any Graduate

Must have skills

• Versant score- 70 & above
• Strong Calling exposure
• Exposure to HRIS process such as Onboarding, TA etc.
  
  

Good to have skills

• Worked in Chat, Calling process for US region