Hybrid HR Service Desk Specialist

triOS Education Group; Markham; Hybrid; CAD 52,000 - 76,000; Full time

Benefits offered by this job

Employee Family Assistance Program

Robust benefits package

Career growth opportunities

Job summary

Extendicare in Markham, Ontario is seeking an HR Service Centre Analyst to be the first point of contact for employees and managers on a wide range of HR inquiries. You will handle inquiries via ServiceNow, phone, and other channels, investigate complex questions, and ensure timely resolution with a strong focus on employee experience.

You will provide guidance on HR policies, processes and self-service options, log cases in the case management system, and support escalation under defined SLAs.

Qualifications

• 1+ years of experience in HR, employee services, customer service, or a related support environment.
• Strong customer service, communication, and interpersonal skills with the ability to build positive working relationships.
• Demonstrated analytical, critical thinking, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
• Experience with HRIS systems Workday and case management platforms ServiceNow is an asset.
• Knowledge of HR policies, employment practices, or unionized work environments is an asset.
• Self-motivated, adaptable, and eager to learn, with a commitment to delivering exceptional employee experience.
• Ability to work both independently and collaboratively in a hybrid work environment.

Responsibilities

• Provide first level call and ticket support for HR customers on HR policies and programs.
• Respond, escape, or redirect inquiries related to employee data, absence, payroll, benefits, and HR processes.
• Coach employees and managers on self-service transactions and HR portal navigation.
• Log and track inquiries in the case management tool.
• Ensure closed-loop process to manage, elevate and resolve cases.
• Provide procedures and processes for case escalation.
• Adhere to defined SLAs and performance agreements.
• Interpret policies and procedures and aid with escalation of sensitive issues.
• Other duties as assigned.

Skills

Customer service

Communication

Interpersonal skills

Multitasking

Analytical thinking

Problem solving

Education

Experience in HR

Tools

ServiceNow

Workday

Job description

Extendicare in Markham, Ontario is seeking an HR Service Centre Analyst to be the first point of contact for employees and managers on a wide range of HR inquiries. You will handle inquiries via ServiceNow, phone, and other channels, investigate complex questions, and ensure timely resolution with a strong focus on employee experience.

You will provide guidance on HR policies, processes and self-service options, log cases in the case management system, and support escalation under defined SLAs.