Overview

POSITION SUMMARY STATEMENT
The GBS Support Center Analyst will manage a customer-focussed Help Desk that will be offering top-quality front-line support to employees related to GBS Finance and Human Resources functions. This position will be responsible to handle phone calls as well as manage inquiries received via case management systems.

POSITION RESPONSIBILITIES AND EXPECTATIONS
(List qualifications, which are relevant to the position and are required to succeed in the role, which will be reflected in Performance Management Process. Structure them and group in order of responsibility area. Include supervisory responsibility if applicable and any interactions with all levels throughout the organization, as Members, visitors, vendors and Senior Management. Keep the content plain and easy. Avoid company jargon, acronyms etc. Begin your sentences with verbs and be consistent. Try to keep your bullet points as concise as possible – max 2 lines).
Impact (Nature and scope of influence a position has on its area of responsibility/ operation)




• Deliver high service level quality according to KPIs and SLAs defined in the Service Partnership Agreements and all relevant productivity targets.
• Resolve all day-to-day related issues and inquiries raised by employees, internal and external parties.
• Use ServiceNow case management system to manage and close cases received according to the instructions and guidelines received.
• Ensure compliance to helpdesk and case management policies.
• Perform all helpdesk and case management service support activities.
• Review queries for all relevant process areas (supplier management, invoice issues, etc.)
• Monitor existing ticket queues, resolve, and send resolutions to requestor where possible, escalate tickets and inform users on lead times according to set guidelines.
• Identify potential problems and/ or delays in resolution and notify internal/external customers or employees.
• Escalate cases for exception handling as

📌 Analyst, GBS Support Center (Bengaluru)
🏢 Herbalife
📍 Bengaluru