The
Employee HR Help Desk Management Specialist 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 client 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.
- Have quality experience in handling Employee HR Help Desk is highly 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-
- Core 3-5yrs of experience in handling experience in handling Employee helpdesk(Muli-Channel) Phone, Email, Chat & Ticket
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
- Stake Holder Management
- Exposure to HRIS process such as Onboarding, TA etc.
Good to have skills
- Worked in Chat, Employee Query resolution helpdesk for US region
