Helpdesk HRO

Enrich And Enlight Business Consulting; Mumbai; On-site; INR 300,000 - 500,000; Full time

Job summary

Enrich And Enlight Business Consulting is hiring for Tier 1 HR Helpdesk Agent to handle international HR queries via calls. The role emphasizes first-time resolution, adherence to SLAs, and working in a 24/7 rotational shift pattern.

Candidates should have international HR helpdesk exposure, US voice process experience, and familiarity with ServiceNow or Remedy. Strong telephony and data-management skills are desirable, with on-site work in Mumbai.

Qualifications

• Experience in international HR helpdesk.
• Must have US voice process experience.
• Strong understanding of SLAs and case management tools.

Responsibilities

• Handle Tier 1 HR helpdesk queries via international voice process.
• Adhere to defined SLA and accuracy targets; ensure first-time closure.
• Work in rotational 24/7 shifts; coordinate with global teams.
• Maintain and update knowledge base and process documents.
• Assist with employee data management, payroll, benefits and HR policies as needed.

Skills

International voice process experience

US voice process experience

SLA understanding

Avaya telephony tools

Tools

ServiceNow

Remedy

Job description

The Tier 1 HR Helpdesk Agent is responsible for managing Tier 1 HR related queries (primarily calls) from the client employees, line managers, vendors and other 3rd parties basis the procedures defined, instructions provided and the knowledge base available. These queries relate to HR Policies, Employee Data Management, Payroll, Benefits, Learning and Development, T&A and other HR related topics. These queries should be managed in the specified time and with mandated level of accuracy with focus on first time closure.

This role requires mandatory periodic rotational shifts on 24/7 basis.

5 days Work from office is mandatory requirement of the role.

Role & responsibilities

International voice process experience - Mandatory - NO domestic voice process experience

• US voice process experience - Preferred
• Expreince in International HR Helpdesk - Preferred - Good understanding of various HR Systems/ applications and case management tools like ServiceNow, Remedy (preferred) - Understanding of Service level agreements
• Understanding of the Telephony tools e.g. Avaya