HR Service Desk Specialist

PriceWaterhouseCoopers Pvt Ltd ( PWC ); Gurugram District; On-site; INR 500,000 - 800,000; Full time

Job summary

PwC is seeking an HR Operations Specialist to handle HR service desk tasks in Internal Firm Services at the Gurgaon location. You will manage employee queries, assist onboarding/offboarding, and support payroll and benefits administration while ensuring adherence to HR policies.

The role emphasizes accurate data handling, FAQs development, and collaboration with HR teams to resolve issues efficiently. The ideal candidate has 2–4 years of HR operations experience, a commerce/management

Qualifications

• 2-4 years of experience in HR operations or HR service delivery.
• Educational background in commerce or management disciplines.
• Strong communication and problem-solving skills.

Responsibilities

• Address HC queries via chat, email or call and provide timely responses.
• Update FAQs and ensure on-the-spot resolution within SLA.
• Collaborate with HC teams to resolve complex queries and escalate as needed.
• Maintain accurate employee data and document standard responses.
• Provide policy information and guidance based on FAQs.

Skills

HR operations

Service desk

HC Shared Services

ServiceNow helpdesk

Active Listening

Communication

Education

B.Com

BBA

MBA

M.Com

PGDM

Tools

ServiceNow

Job description

IN_Specialist 2_Hr service Desk _HR Shared Services_IFS_Gurgaon Line of Service Internal Firm Services Industry/Sector Not Applicable Specialism Operations Management Level Specialist Job Description & Summary

At PwC, our people in people operations primarily focus on managing the people lifecycle and the day-to-day operational tasks related to managing employees. This includes activities such as employee onboarding, offboarding, payroll and benefits administration, absence management, employee record-keeping, compliance with labour laws and regulations, and managing employee inquiries and issues. These individuals enable HR processes and systems to run smoothly in order to efficiently support our workforce.

Those in human resource operations at PwC will focus on all areas of Human Resources and the business in executing Human Resources related transactions and administrative activities. You will be a primary HR point of contact in the resolution, escalation or routing of inquiries as needed in line with HR protocols and guidelines, as well as be part of a team of problem solvers that help solve complex business issues from strategy to execution.

Why PWC

At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.

At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm's growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.

Job Description & Summary

A career in our Human Resources, within Internal Firm Services, will provide you with the opportunity to make a difference at PwC by helping to fully leverage the skills and talents of all our people.

You’ll focus on helping the local offices in driving the Firm's people strategy, creating a unique people experience for each individual, and supporting our Firm wide values by working with the core competencies that measure and drive individual and Firm wide success in the marketplace.

Our Human Resources teams support initiatives and programmes including, customer support, business operations, data and analytics, technology systems, recruitment services and on-boarding, workforce mobility, contingent workforce, and people and programmes support.

Responsibilities

• Address HC queries raised through the query management tool including - online chat, e-mail or call (if applicable)
• Recording all responses and updating FAQs for on the spot resolution
• Resolve queries within agreed SLA and publish individual reports on volume handled & achieved SLA's
• Record and track queries received and follow through to ensure each query is resolved within agreed SLA
• End to end query resolution including - acknowledging, tracking, resolving, routing and redirecting queries reported
• Escalating unresolved queries to the next level of support
• Collaborating with other HC Teams wherever required to get the queries resolved
• Keep the concerned employee informed of expected completion date, including when the item is escalated for further action
• Accurate collection of query details and employee data
• Provide general information to concerned employee on policies & procedures and answer questions based on FAQs
• Ensure query resolution of high quality and response to employee is accurate, relevant and easy to understand
• Document and record the unique instances to build repository of standard responses or FAQ answers in central repository
• Refer to HC Policies and processes by performing regular walkthrough, to identify general issues or queries and associates responses
• Keeping update to date with new HC processes and policies
• Regularly upgrade technical knowledge on tool being used for query management

Mandatory skill sets

HR operations, HR Service desk, HC Shared services, service now helpdesk

Preferred skill sets

Human capital, Human resource

Years of experience required: 2-4 years of experience

Education qualification: B.Com, BBA, MBA, M.Com, PGDM Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills Optional Skills Accepting Feedback, Accepting Feedback, Active Listening, Communication, Confidential Information Handling, Conflict Resolution, Coordinating Staff, Data Quality, Documentation Administration, Emotional Regulation, Empathy, Employee Data Management, Employee Engagement Strategies, Employee Life Cycle, Employee Relations, Employee Terminations, HR Software, Human Resources (HR) Metrics, Human Resources (HR) Policies, Human Resources (HR) Service Delivery, Human Resources (HR) Shared Services, Human Resources Assistance, Human Resources Management (HRM), Inclusion, Intellectual Curiosity {+ 6 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements Not Specified

Available for Work Visa Sponsorship? No

Government Clearance Required? No

Job Posting End Date October 8, 2026