Role: HR Operations / Employee Helpdesk / People Services

Experience: 1+yrs

Notice period: Only serving notice is required

Location: Hyderabad

Package: 4 LPA

Shift Timings: 6am-3pm

:

The People Services is one of the keys of People to team members, offering a centralized online portal and service center for reporting and answering People-related enquiries.

As Centralized People Helpdesk, you will respond to and track customer requests and enquiries and programs and contribute to the customer service knowledgebase and managed standard operating procedures to improve processes and achieve high standards for first-call resolution and data quality. You will support and lead People projects to drive continuous improvement to deliver People services with excellent team member experience in the service center environment.

Responsibilities and Tasks:

- Manage global People enquiry through ServiceNow case management tool and phone call within the service level agreement.
- First point of contact to users (Internal and External) reporting issues, requesting information, access, or other services within the country and across regions.
- Use an escalation matrix in a proactive manner to bring specific incidents to the attention of SMEs/Supervisor.
- Delivering customer service through multiple channels including digital, self-service, and automated.
- Systematically interprets user problems and solution identification at the first stage.




- Utilize the knowledge base / FAQ and maintain standard operating procedures to provide standard and consistent response and experience to users and clarifications to improve first call resolution.
- During the case resolution process, work with other experts and specialists to arrive at the resolution of cases for the users and customers.
- Receive training from service manager or appropriate party (COE, SME, local team) for new or changed services.
- Periodic review of service level agreement (SLA), key performance indicators (KPI) and metrics and recommendations for improvement.
- Analyze user enquiries and recommend moving enquiries to lower tier, automation or self-service.
- Updating and management of Standard Operating Procedures and knowledge base on a frequent basis which includes identifying repetitive questions or requests that can be addressed through the self-service model (PeopleNow/, FAQ, Employee/Manager Self Service)
- Participate in data validation, UAT of People systems and applications.

Qualifications:

- Bachelor’s degree in any discipline.
- Good communication skills, with good command of written and spoken English.
- 3 years’ experience in Human Resources/Customer Service setting with ServiceNow, SAP and Workday Experience.
- Ability to interact and deal with people in a professional and confidential manner.
- Attention to detail and quality, with the ability to work effectively in a team environment.
- Good organizational skills to prioritize a high-volume workload and the ability to multitask to meet deadlines in a rapid-changing environment.
- Enjoy problem-solving with analytical and creative ability.
- Proficiency with Microsoft Office (Excel, Word, PowerPoint and Outlook).

📌 People Services Customer Support Analyst II (Hyderabad)
🏢 SysTechCorp
📍 Hyderabad