HR Service Desk Analyst

Infosys Limited; Nova Lima; Hybride; BRL 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Transport vouchers

Meal vouchers

Childcare assistance

Life insurance

Funeral assistance

Medical and dental insurance

Résumé du poste

Infosys Brazil is seeking an HR Service Desk Analyst to join our team. You will handle HR inquiries via ticketing tools, log and categorize requests, and resolve within defined SLAs, escalating complex cases when needed.

Responsibilities include HR process support (benefits, payroll, onboarding/offboarding, leaves), governance, and knowledge base maintenance. Fluent Portuguese and Spanish, plus basic English, are required.

Qualifications

• Bachelor's degree or foreign equivalent required.
• Relocation and/or travel to work/project location may be required.
• US work authorization without employer sponsorship is not provided by Infosys.

Responsabilités

• Receive, log, categorize, and handle HR requests via ticketing tools (ServiceNow, Zendesk) and other channels.
• Perform initial analysis and resolve requests within defined scope and SLAs.
• Escalate complex cases to specialist teams when necessary and provide status updates.
• Maintain accurate documentation of activities and update the knowledge base.
• Support onboarding, benefits, payroll, time and attendance, and employee data inquiries.

Connaissances

Basic English

Portuguese (fluent)

Spanish (LATAM)

Formation

Bachelor's degree or equivalent

Outils

ServiceNow

Zendesk

Microsoft Office

Microsoft Teams

Workday

SAP SuccessFactors

Oracle HCM

ADP

Description du poste

Others (Please specify in the Requisition notes)

Domain

Operations

Interest Group

Company

INFOSYS TECNOLOGIA DO BR

Requisition ID

154654BR

Infosys Brazil is looking for professionals with the profile of 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.

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.

Additional Required Qualifications

• Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

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.