**Role/Skill:** HR Helpdesk Agent

**Experience:** 1 to 6 years

 Overview

The Tier 1 HR Helpdesk Agent is responsible for managing Tier 1 HR-related queries (primarily calls) from client employees, line managers, vendors, and other third parties based on defined procedures, provided instructions, and the available knowledge base.

These queries relate to HR Policies, Employee Data Management, Payroll, Benefits, Learning and Development, T&A, and other HR-related topics.

Queries should be managed within the specified time and with the mandated level of accuracy, focusing on first-time closure.

- Mandatory periodic rotational shifts on a 24/7 basis.

- 5 days of work from office is mandatory.

Formal Education & Certification

- Graduate in any discipline.

- Basic computer knowledge required (MS Office Applications).

- Proven ability to adapt to new tools by applying a 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.

- Good understanding of various HR systems/applications and case management tools like ServiceNow and Remedy (preferred).

- Understanding of Service Level Agreements.

- Understanding of 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.

- Strong customer service orientation.

- Effective troubleshooting skills.

- Learning agility – Aptitude to venture into unknown territories.

- Good researching skills.

Core Role Responsibilities

- Handle Tier 1 HR Helpdesk queries in line with set procedures and the knowledge base. Provide HR Helpdesk support to employees, line managers, vendors, and third parties.

- Ensure call details are logged in the ticketing tool with proper notes.

- Ensure data privacy processes are followed with utmost focus.

- Maintain and improve quality results by adhering to standards and guidelines, and recommending improved procedures. 

Note:

**PAN and DOB are required for profile creation.**