Global HR Service Desk Advisor — Customer‑Centric Support

the LEGO Group; Monterrey; Híbrido; Confidencial; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Family Care Leave

Life and disability insurance

Headspace wellbeing program

Colleague discount

Bonus scheme

Workplace flexibility

Descripción de la vacante

The LEGO Group in Monterrey is seeking a Senior Advisor for the HR Service Desk to deliver high-quality HR support across multiple channels and service platforms. You will manage stakeholder needs, work with regional teams, and help shape a consistent, customer-focused service experience.

You will handle a wide range of inquiries, contribute to service management activities, and strive to improve how HR services are delivered across regions.

Formación

• Delivered HR operations, HR shared services, HR service desk, customer service, or related support services in a professional environment.
• Managed complex or sensitive customer interactions and resolved issues through effective problem-solving.
• Applied customer service and service management practices to support high-quality service delivery.
• Supported customers through multiple channels, including ServiceNow, phone, email, and chat.
• Built stakeholder relationships across different levels of an organization to improve service outcomes.
• Completed studies in Human Resources, Business Administration, or a related field, or gained equivalent experience.

Responsabilidades

• Deliver high-quality HR support across phone, email, chat, and service management platforms.
• Strengthen stakeholder relationships by understanding business priorities and improving support journeys.
• Handle complex customer situations with professionalism, sound judgment, and a solutions-focused approach.
• Identify recurring issues, service gaps, and improvement opportunities that enhance the employee experience.
• Contribute to continuous improvement initiatives that increase efficiency and service quality.
• Support collaboration across regions to create consistent and customer-focused service delivery.

Conocimientos

HR operations

Customer interactions

Service management

Multi-channel support

Stakeholder management

Process automation

Process optimization

Global HR

ITIL / service frameworks

Educación

HR or Business Administration degree

Herramientas

ServiceNow

Descripción del empleo

The LEGO Group in Monterrey is seeking a Senior Advisor for the HR Service Desk to deliver high-quality HR support across multiple channels and service platforms. You will manage stakeholder needs, work with regional teams, and help shape a consistent, customer-focused service experience.

You will handle a wide range of inquiries, contribute to service management activities, and strive to improve how HR services are delivered across regions.