Service Desk Specialist

Experience 1- 2 years minimum
Degree: none needed, but bachelors preferred

The myHR team members are the first point of contact for all HR questions, including Payroll, Manager Self-Service, Employee Data, New Hire Onboarding, Learning, Timekeeping, Performance Management processes and Benefit inquiries. This role serves as the primary employee contact utilizing a knowledge base and case management tool along with a multi-line phone, email, chat, and ticketing system. The position provides functional and technical support for managers and employees with resolutions that are timely and accurate to help enhance the Employee Experience, while educating employees along the way to promote employee self-service. It requires customer focus skills in order to act as the customer advocate and help alleviate pain points. The role should demonstrate a high level of HR policy and program expertise and will have autonomy to educate on HR policy and procedure. The role will exercise structured decision-making responsibilities when evaluating employee and manager inquiries and when educating employees on appropriate HR policy and procedures.

Answer and resolve a high volume of HR related inquiries (i.e. payroll, benefits, timekeeping, and HR policies) via emails, phones, tickets, and chat system to ensure first time resolution. Troubleshoot and provide technical support to exceed service levels while referring employees to appropriate departments as needed. Communicate the status of escalated issues to the supervisor/management on a timely basis.

Troubleshoot and resolve issues that might prevent timely processing or result in data integrity issues.

Acquire and maintain knowledge of relevant HR programs, processes, technology, and policies in order to provide accurate problem diagnosis for low to critical HR issues in a timely and efficient manner.

Identify process improvement opportunities that enhance the quality and efficiency of the HR Services team and the Employee Experience.
Create and maintain documentation for the existing knowledge base tool (Internal Portal that houses HR Services information).