Employee Helpdesk
Job Code # 416
Job Location- Nagpur
Salary- 9 LPA to 12 LPA
Key skills-
a) Minimum 3 years experience as HR / Employee Helpdesk
b) Excellent process knowledge of Human Resource Activities
c) Experience in handling employee queries (Onboarding, Performance Management, Benefits, Mobility)
d) Any Graduate
Job Description-
Knowledge & Experience
Excellent understanding of core process step and impact thereof
Excellent process knowledge of Human Resource Activities
Ability to properly research, identify, and document a system defect
Good understanding of various Systems/ applications being used to process
Ability to understand:-
1. The client administrative environment
2. The various Systems being used to process a participant issue
3. Workflow Management
Basic understanding of MIS
Good understanding of service-level agreements.
Behavioral Attributes
Good analytical, problem-solving and decision making skills.
Good interpersonal, verbal and written communication skills.
Logical and efficient, with keen attention to detail.
Strong customer service orientation.
Ability to work in a team-oriented, collaborative environment.
Effective Troubleshooting skills.
Learning agility – Aptitude to venture in to unknown territories.
Good researching skills
Core Role Responsibilities
Handle employee queries and provide right solutions to the right person
Coordinate with different departments to ensure that the employee queries are answered on time
Track and Monitor all the queries and ensure timely closure
Maintain query log and report out the daily, weekly & monthly MIS to the different stakeholders
Maintain process SLAs (TAT and Quality) and achieve the desired targets
Supports answering helpdesk calls by making appropriate research as per standard procedure.
Updates information in the WFM scheduling system, performs analysis to determine impact to available resources for the day.
Formal Education & Certification
Bachelor’s degree in any discipline
Basic computer knowledge required (MS- Office Applications)
Proven ability to adapt to new tools by applying logical approach