HR Service Desk Analyst

HR Service Desk Analyst

Job Title: HR Service Desk Analyst
Contract Type: Permanent
Location: Selangor
Job Published: July 21, 2021 11:26

Job Description

Job Responsibilities: 

  • HR Shared Service Setup and Transition 
  • Transition activities across APAC ensuring compliance to standardized processes as well as statutory regulations. 
  • Support the implementation of HR Shared Services supporting tools and technologies 
  • Support key activities (i.e. training and etc) for a successful transition to the shared service center. HR Shared Service Operations 
  • Help and educate HR Shared Service Centre customers to navigate through Tier 0 (self-help) materials & functionality where assistance is required. 
  • Resolve enquiries leveraging on knowledgebase documents (e.g. FAQs, job aids, policy documents, etc) within the agreed service levels as defined in the Service Level Agreement (SLA). 
  • Provides regular status updates to customer and maintain customer contact until request is resolved and actively follow up on outstanding items and obtain feedback on resolution from the customers. 
  • Assume ownership for cases and update the resolution accurately and on a timely basis in the case management system. 
  • Properly escalate complex enquiries to the next level of support or relevant subject matter experts. 
  • Helps to identify gaps in current knowledgebase documentation and highlight improvements required to enhance the knowledge base.

Job Requirements: 

  • 1 year experience in data management and reporting in a shared service centre environment, preferably in a HR services environment. 
  • Excellent verbal and written communication skills. 
  • Ability to ask the relevant questions to understand and clarify issues, attempt resolution and escalate problems if unable to resolve. 
  • Ability to work under pressure and time constraints. 
  • IT savvy and resourceful on leveraging various tools (knowledge management, document management, HR systems) to obtain required information to resolve queries and issues. 
  • Knowledge and skill in the use of Microsoft Office / Google suite of software. 
  • Strong communication skills in required languages (Korean) or (Japanese), both written and spoken, are essential. (handling Korean and/or Japanese speaking clients)

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