Employee Service Desk Representative

Description

This is a frontline role that answers questions from employees, managers, and HR partners quickly and accurately.

You will close a wide range of HR requests using your knowledge of HR processes and the systems that support them.

Responsibilities

• Be the first person employees reach by phone, email, or in ServiceNow, and resolve their cases with strong customer service.
• Work out what common questions about payroll, benefits, leave of absence, Workday transactions, and policy involve, then solve them.
• Record case details in ServiceNow fully and accurately, following company standards.
• Check employee data and make changes in Workday, and walk users through how the system works.
• Protect confidential and sensitive employee information at all times under the company's confidentiality and compliance rules.
• Sort incoming USPS mail, open a ServiceNow case for each item, and resolve it or pass it on.
• Send complex or unresolved issues to the right escalation path in the service delivery matrix or to specialist teams.
• Help write training materials, FAQs, and user guides for the team.

Requirements

• Experience in HR support, customer service, or call center roles, gained in a large enterprise.
• Comfort with call center technology and case management tools, basic computer skills, and the ability to learn new HR systems quickly.
• Clear verbal and written communication with a customer-focused approach.
• Professional and discreet when handling confidential and sensitive employee information.
• Detail-oriented and organized, able to juggle several tasks on a fast-moving team.
• Able to work alone using tools and resources to follow set procedures, and also to collaborate with others.
• You need a high school diploma or equivalent.
• Preferred: bachelor's degree in Human Resources, Business Administration, or a related field.
• Preferred: prior HR operations or employee services experience in a large, multi-state or multinational organization.
• Preferred: advanced skill with HR technology platforms such as Five9, ServiceNow, and Workday.
• Preferred: basic understanding of employment laws, HR policies, and compliance for a large workforce.
• Preferred: bilingual skills, particularly in Spanish.

Conditions

The company does not discriminate on any protected characteristic, including citizenship status, and makes hiring, promotion, and termination decisions based on ability, achievement, experience, conduct, and legitimate business reasons.