HR Service Desk

Infosys; Nova Lima; Presencial; BRL 42 000 - 60 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Vale-transporte

Vale-refeição

Auxílio-creche

Seguro de vida

Assistência funeral

Seguro médico e odontológico

Resumo da oferta

A Infosys Brazil busca profissionais para atuar como Operador de Service Desk de RH (HR Service Desk Analyst) para a equipe no Brasil. O profissional será o ponto de contato primário para funcionários, gerenciar solicitações de RH e manter conformidade com SLAs e KPIs.

O perfil exige experiência com ferramentas de tickets (ServiceNow, Zendesk), domínio básico de inglês e fluência em português e espanhol para operações LATAM. Vaga CLT com horários flexíveis; benefícios variados são oferecidos.

Qualificações

• Responsive to inquiries and requests in HR processes, triaging tickets and maintaining SLA compliance.

Responsabilidades

• Atender solicitações e solicitações de RH via ferramentas de ticket, e-mail, telefone ou chat.
• Realizar análise inicial e resolver solicitações dentro do escopo definido.
• Encaminhar casos complexos para equipes especializadas quando necessário.
• Garantir o acompanhamento de tickets até a resolução.
• Fornecer atualizações periódicas aos usuários sobre o status das solicitações.
• Suporte aos processos de RH.

Conhecimentos

Ticketing tools

Customer support

HR processes

SLA management

Ferramentas

ServiceNow

Zendesk

MS Office

Teams

Descrição da oferta de emprego

Infosys Brazil is looking for professionals with the profile of Operador de Service Desk de RH (HR Service Desk Analyst) to join our team.

Main Activities And Responsibilities

• Inquiry Handling and Request Management
• Receive, log, categorize, and handle HR requests via ticketing tools, email, phone, or chat.
• Perform initial analysis and resolve requests within the defined scope.
• Escalate complex cases to specialist teams when necessary.
• Ensure follow-up on tickets until resolution.
• Provide periodic updates to users regarding request status.
• HR Process Support

Handle Inquiries Related To

• Benefits
• Payroll
• Onboarding and offboarding
• Vacation and absences
• Employee data/records
• Letters and statements
• Employee portal
• HR policies
• Time and attendance management
• Among others.
• Governance and Quality
• Meet established SLAs and KPIs.
• Ensure accurate documentation of activities performed.
• Update knowledge base articles and operational procedures.
• Identify opportunities for process improvement.
• Adhere to compliance, LGPD/GDPR, and information security requirements.
• Stakeholder Relations
• Maintain clear and professional communication with employees, managers, and specialist teams.
• Participate in operational meetings and continuous improvement programs.
• Support training and knowledge sharing when necessary.
• Tools
• ServiceNow, Zendesk, or other ticketing tools.
• Microsoft Office (Excel, Outlook, Word, PowerPoint).
• Microsoft Teams.
• HR systems (Workday, SAP SuccessFactors, Oracle HCM, ADP, or similar).
• Operational Knowledge
• SLA and KPI management.
• Incident and request management.
• Process documentation.
• Knowledge Base creation and maintenance.
• Basic ITIL concepts.
• Personal data protection (LGPD/GDPR).

Languages

• Basic English.
• Fluent or native Portuguese.
• Fluent Spanish (for LATAM operations).

Required Qualifications

• Serve as the primary point of contact for employees, managers, and HR teams, ensuring efficient, high-quality support for inquiries, requests, and issues related to Human Resources processes. The professional will be responsible for handling initial employee inquiries via support tools, triaging tickets to the appropriate resolution teams, ensuring SLA compliance, maintaining internal customer satisfaction, and contributing to the continuous improvement of operational processes and knowledge.

Additional Information

Type of work

CLT, Flexible hours.

Benefits package

• Transport vouchers
• meal vouchers
• childcare assistance
• life insurance
• funeral assistance
• medical and dental insurance

Career

Global work on national and international clients and/or projects, possibility of international career movement.

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.