The HR Help Desk Specialist – Tier 1 serves as the first point of contact for employees seeking assistance with general Human Resources questions. This role handles inbound calls and emails related to common HR topics such as benefits, pay, time off, and policies, and routes more complex or sensitive matters to Tier 2 internal HR business partners. The ideal candidate has strong customer service skills, clear English communication abilities, and the ability to follow established processes in a call-center or help-desk environment.
Key Responsibilities
- Serve as the primary point of contact for employee HR inquiries via phone and email
- Provide general guidance and answers to common HR questions, including:
- Benefits and eligibility
- Leave of Absences
- Payroll and pay dates
- Time off and leave balances
- HR policies and procedures
- Pay
- HR system navigation and basic troubleshooting
- Accurately document all inquiries, actions taken, and resolutions in the HR ticketing or case management system
- Identify issues that require Tier 2 support and escalate or route cases to the appropriate internal HR business partner, center of excellence or department
- Follow established scripts, knowledge base articles, and escalation protocols
- Maintain qualified, empathetic, and consistent communication with employees
- Meet service-level expectations related to response time, call handling, and ticket resolution
- Protect confidentiality and handle sensitive employee information appropriately
- Identify recurring questions or trends and flag opportunities for knowledge base improvements
- Other duties as assigned
Requirements
Required Qualifications
- High school diploma or equivalent; Associate’s or Bachelor’s degree preferred
- Strong English speaking and writing skills required: must be able to clearly explain HR information to employees verbally and in writing
- Prior experience in a call center, help desk, cu