Job Description: Job Description

Position Summary

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 solid customer service skills, clear English communication abilities, and the ability to follow established processes in a call-center or help-desk setting.

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 skilled, 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, customer service, or employee support role
Ability to follow standardized processes and scripts while providing a positive employee experience
Comfort handling a high volume of calls and emails in a structured environment
Basic proficiency with HR systems, ticketing platforms, or CRM tools
Time 6 PM - 3.30 AM(Remote)

Benefits Standard Perks

📌 Hr Help Desk Tier 1 Thane
🏢 Mancraft Consulting
📍 Thane