Helpdesk Agent

Formal Education & Certification

- Graduate in any discipline
- Basic computer knowledge required (MS- Office Applications)
- Proven ability to adapt to new tools by applying logical approach
- Work experience as per the job grade.
- Typing speed of 30 wpm with 100% accuracy

Knowledge & Experience

- International voice process experience - Mandatory
- NO domestic voice process experience
- US voice process experience - Preferred
- Experience in International HR Helpdesk - Preferred
- Experience in international chat process - Mandatory
- Understanding of various processes of core HR Operations
- Good understanding of various HR Systems/ applications and case management tools like ServiceNow, Workday
- Understanding of Service level agreements
- Understanding of the Telephony tools e.g. Avaya

Behavioral Attributes

- Excellent written and verbal communication skills
- Excellent probing, problem-solving and decision making skills.
- Logical and efficient, with keen attention to detail.&nbs p;
- Strong customer service orientation.
- Effective Troubleshooting skills.
- Learning agility - Aptitude to venture in to unknown territories.
- Good researching skills

Core Role Responsibilities

- Handle Tier HR helpdesk queries in line with the set procedures and knowledge base. Provide HR Helpdesk support to the Employees, Line Managers, Vendors and 3rd parties
- Ensure call details are logged in the ticketing tool with proper notes
- Ensure data privacy processes is followed with atmost focus
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures

Work Conditions

Ability to work 24*7 shift timings with rotational week offs
Flexible working as per queue requirement for both Voice and Chats
No remote working option