Senior Hr Helpdesk (Us)

Objectives:
- Focus on excellent customer service while providing a great place to work through an outcome based, knowledgeable and engaged HR services organisation
- Integrate our global scale with simplified and standardised processes and technologies
-Promote common ways of working with the positive end user experience in mind
- Build a continuous improvement culture
- Provide a talent pool pipeline
- Implement non-negotiable control and compliance standards
Key Responsibilities:
- To contribute to a culture of service excellence and support continuous improvement
- To Provide high quality and timely customer service, ensuring all requests are fully understood attended & resolved in line with defined SLAs and keep the individual / customer informed of expected completion date, including escalation time-lines for necessary corrections / actions
- To accurately maintain People-related data and personnel files as a part of HR documentation processes, ensuring confidentiality & accurate collection / collation of specific details and relevant employee data
- Able to use HR Portals / People systems, entering data into relevant systems and ensuring data quality
- To produce analysis and recommendations through data from relevant systems in order to resolve pending issues
- To provide HR helpdesk / HR Query resolution service to employees, following clearly defined processes, in line with defined SLAs
- To solve problem?, queries, offering resolution and/or escalating queries to the relevant team/ 3rd party within the Service Centre
- To understand and gain insight into employee? concerns and problems by questioning, exploring issues and reviewing data
- To provide answers confidently based on data and understanding of policy, procedures and answer questions based on FAQs and process
- Record and track requests, assign ranking / severity and follow through to ensure each case is resolved and SLAs can be measured and improved