Responsibilities:

• Act as the primary contact for employees reporting issues, requesting information, or other services related to People team topics.
• Efficiently manage the Help Desk work-queue, ensuring all incidents, requests, and queries are handled promptly and professionally.
• Provide Level 1 support and escalate issues to Level 2 teams when necessary.
• Highly organized; identify, diagnose, and categorize issues and problems, recording queries and providing solutions.
• Deliver support through multiple channels: email, chat, Zendesk, self-service, and automated systems.
• Support the maintenance of internal and external knowledge bases.
• Identify trends and collaborate with subject matter experts to suggest improvements.
• Develop effective action plans for tasks and execute routine tasks reliably, meeting service level timeliness and quality standards.
• Analyze task-related problems and exercise independent judgment to solve or escalate them.
• Identify and implement process improvements to enhance team efficiency and service quality.
• Utilize proficiency in Excel to analyze data and derive actionable insights for process enhancements.
• Write and maintain process documents for the team.
• Collaborate with other departments to drive initiatives that enhance employee experience.
• Communicate effectively with stakeholders to manage expectations and provide regular updates.

Qualifications:

• Degree from an accredited university and/or equivalent experience in a relevant field.
• Strong English communication and interpersonal skills.
• Excellent critical thinking and problem-solving abilities to resolve employee issues.
• Empathetic, customer-first approach to employee interactions and conflict resolution.
• Ability to manage and motivate a team performing operational tasks.
• Proficiency in Excel and the ability to analyze data for insights.
• Any experience with Zendesk product platform and Workday/HRIS.
• Experience with PowerPlatforms and PowerAutomate for building advanced lists and flows.
• Knowledge of payroll and reimbursement processes.
• Familiarity with data management and reporting tools.
• An international outlook and experience working in a multicultural environment.
• Any experience in HR / People functions is a plus, but fresh graduates are welcome.
• Fluency in English.
• Experience in a similar position is an advantage.