Hi,

We are hiring for one of India's leading IT & consulting organizations for the below Position :

Profile 1:HR helpdesk (Job Code # 47)

Profile 2: HR Helpdesk - Team Lead (Job Code # 110)

To Apply for above , WhatsApp 'Hi' @ (phone hidden)

- When Asked For HR helpdesk The job Code, Type: Job Code # 47

- When Asked For HR Helpdesk - Team Lead The job Code, Type: Job Code # 110

Profile 1:HR helpdesk (Job Code # 47)

Summary

An HR helpdesk is a centralized system (often software) that allows employees to submit questions, report issues, and request services regarding HR matters such as payroll, benefits, or policy. It acts as a single point of contact to automate workflows, manage employee tickets, and provide consistent, fast support.

Key Skills

- Minimum 1 year of experience in International voice process
- Handling employee queries across payroll, benefits, learning & development, and time & attendance with efficiency.
- Any Graduate

Key Responsibilities

- Handle Tier HR helpdesk queries in line with the set procedures and knowledge base. Provide HR Helpdesk support to the Employees, Line Managers, Vendors and 3rd parties
- Ensure call details are logged in the ticketing tool with proper notes
- Ensure data privacy processes is followed with upmost focus
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
- Basic computer knowledge required (MS- Office Applications)
- Proven ability to adapt to new tools by applying logical approach
- Work experience as per the job grade.
- Typing speed of 30 wpm with 100% accuracy
- NO domestic voice process experience
- US voice process experience
- Experience in International HR Helpdesk
- Good understanding of various HR Systems/ applications and case management tools like ServiceNow, Remedy
- Understanding of Service level agreements




- Understanding of the Telephony tools e.g. Avaya
- Excellent written and verbal communication skills
- Excellent probing, problem-solving and decision making skills.
- Logical and efficient, with keen attention to detail.
- Strong customer service orientation.
- Effective Troubleshooting skills.
- Learning agility Aptitude to venture in to unknown territories.
- Valuable researching skills

Profile 2: HR Helpdesk - Team Lead (Job Code # 110)

Summary:

HR Helpdesk oversees a team of HR service professionals managing Tier 1 employee inquiries, payroll, and benefits. They ensure strict adherence to Service Level Agreements (SLAs), handle complex escalations, and track call center metrics using workflow tools like ServiceNow .

Key Skills:

- Minimum 6 years of experience in International Voice Process
- Minimum 2 years of Team handling
- Hands-on experience in managing Tier 1 HR queries
- Experience working with HR tools such as ServiceNow, Remedy
- Any Graduate

Key Responsibilities:

- Lead and manage a team delivering Tier 1 HR Helpdesk Voice Support to employees, line managers, vendors, and third parties in a US Voice Process environment.
- Handle and resolve employee queries related to HR Policies, Employee Data, Payroll, Benefits, Time & Attendance (T&A;), and Learning & Development (L&D;) as per defined SOPs and knowledge base.
- Ensure accurate logging, documentation, tracking,



and closure of HR cases using HR Case Management / Workflow Tools such as ServiceNow and Remedy.
- Drive operational excellence by improving First Call Resolution (FCR), reducing escalations, and ensuring adherence to Turnaround Time (TAT) and Service Level Agreements (SLAs).
- Monitor team performance against key Call Center Metrics including AHT, FCR, Productivity, Quality Scores, and Customer Satisfaction.
- Manage complex employee escalations and provide effective resolutions while maintaining high levels of Customer Service and Employee Experience.
- Ensure compliance with Data Privacy, Information Security, Audit, and Quality Standards across all HR support activities.
- Conduct regular Quality Audits, identify process gaps, and implement Corrective and Preventive Actions (CAPA) for continuous improvement.
- Supervise workforce planning activities including Staffing, Scheduling, Shift Management, Team Engagement, and Succession Planning.
- Provide ongoing Coaching, Feedback, Mentoring, and Performance Management to team members to improve productivity and service quality.
- Collaborate with internal stakeholders, HR teams, payroll teams, and business leaders for issue resolution and process enhancement.
- Prepare and present MIS Reports, Dashboards, Performance Metrics, and Governance Reports using Excel and Presentation Tools.
- Utilize HR Systems, Payroll Applications, Telephony Tools (Avaya), and HRIS Platforms to ensure smooth HR operations and employee support delivery.
- Promote strong Documentation, Knowledge Management, Process Adherence, and Continuous Learning within the team.
- Demonstrate excellent Communication Skills, Active Listening, Problem-Solving, Decision-Making, and Stakeholder Management while handling employee interactions and team operations.

📌 Human Resource: Team Lead: Helpdesk: Bangalore : Apply now (Bengaluru)
🏢 Outpace Consulting Services
📍 Bengaluru