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PFB the JD for HR - Helpdesk

Grade - CL10Experience - 1 to 4 Years

Salary - 6.5LPA + Night shift Allowance + 2-way cab facilityShift - Purely Night Shift PST Time zone.Notice Period - Immediate Joiner to 15Days

Role Overview & Objectives

- Primary Goal: Deliver accurate, empathetic, and timely resolution to global or regional employee HR inquiries.
- System Focus: Leverage Workday Service Delivery / Case Management and enterprise ticketing platforms (e.g., ServiceNow, Jira, Zendesk).
- Service Standards: Maintain strict adherence to Service Level Agreements (SLAs), first-contact resolution targets, and data privacy rules.

Key Responsibilities Ticketing & Case Management Activity

- Log & Track: Receive incoming employee requests via chat, email, or phone, and log all communication accurately into the ticketing tool.
- Triage & Resolve: Answer inquiries regarding company policies, benefits, payroll, time-off, and onboarding.
- Escalate: Route complex or sensitive issues to specialized Tier 2/Tier 3 HR centers of excellence (Payroll, Employee Relations, Benefits).
- SLA Monitoring: Monitor ticket aging and follow up on pending queries to ensure high employee satisfaction scores.

Workday Activity





- Data Navigation & Support: Guide employees and managers on using Workday self-service features for profile updates, time-off requests, and benefit elections.
- System Transactions: Process basic HR transactions directly in Workday on behalf of users, such as data corrections, supervisory organization lookups, or status updates.
- Process Tracking: Review business process workflows, task approvals, and pending event bottlenecks inside Workday.
- Reporting & Inquiries: Run ad-hoc operational reports or look up historical data points to verify employee status, PTO balances, or compensation details.

Requirements & Qualifications

- Experience: 1 to 4 years of experience working in an HR shared services, contact center, or HR operations environment.
- Technical Skills: Hands-on navigation experience with Workday HCM and standard enterprise ticketing/case management software.
- Soft Skills: Excellent verbal and written communication, active listening, and solid problem-solving orientation.
- Compliance: Deep understanding of confidentiality, data protection regulations, and PII handling.

Preferred candidate profile

📌 HR helpdesk- Chennai
🏢 Global Serve Solutions
📍 Chennai