HR Helpdesk Specialist - HR Operations (Third-party Associate)

ByteDance; Kuala Lumpur; On-site; MYR 40,000 - 65,000; Full time

Job summary

ByteDance is seeking an HR Policy/Helpdesk Specialist to join the HROP - Employee Helpdesk team in APAC. The role focuses on answering employee queries via HR On Call, researching complex questions, and maintaining knowledge bases to ensure fast, accurate support across processes, systems, policies, and programs.

The ideal candidate holds a bachelor’s degree in HR or related field, with 1+ year in HR Shared Services or Helpdesk in APAC, and demonstrates empathy, teamwork, and strong

Qualifications

• Bachelor’s degree or above in Human Resources, Industrial-Organizational Psychology, Communications, Business, or a related field.
• At least 1 year of experience in Human Resources in a Shared Service Center, Employee Helpdesk, or Service Desk in APAC countries, preferably in tech or BPO.

Responsibilities

• Respond to employee queries via HR On Call in a timely, accurate, and professional manner.
• Research and escalate complex inquiries to SME or next level HR support.
• Log and categorize inquiries in the HR On Call system with appropriate explanations.
• Participate in HR Policy training at regional or global level.
• Assist SMEs with maintaining EHD knowledge base and internal documents.

Skills

Customer service

Empathy

Communication

Patience

Teamwork

Critical thinking

Emotional intelligence

Education

Bachelor’s degree or above in HR or related field

Tools

Microsoft Office

HR systems

Workday

Lark

HR On Call system

Job description

Responsibilities

About the Team

The HROP - Employee Helpdesk team endeavors to continuously build and deliver a seamless and positive employee experience across the whole employee queries and assistance as when needed . We are dedicated to leading with care and keeping empathy in mind. We strive to provide efficient and high quality assistance to help employees to navigate through APAC HR processes, systems, policies, and programs. We aspire to ensure employees feel heard and that they are given the appropriate resources and support needed to be effective and efficient during their careers. The ideal candidate is someone who is highly motivated with a positive attitude, and exhibits patience, teamwork, critical thinking, and emotional intelligence.

Responsibilities:

• Act as a Non-CN Mainland HR Policy Specialist. Receive and provide optimal responses to employee queries via the HR on Call system in a timely, accurate, and professional manner. Handle multiple tickets, tasks, or contact channels simultaneously as needed.
• Complete necessary research/findings to advance inquiries that are complex or have individual focus to next level of HR support or identified SME.
• Analyse, categorize, and log received inquiries according to defined procedures, case tagging, and/or necessary explanations in the HR on Call ticket system in a timely manner.
• Actively participate in and attend all on-site or online HR Policy training at the regional, or global level. Self-learning and research may be required from time to time.
• Provide assistance to SMEs in the development and maintenance of the EHD knowledge base in the Lark ticketing system (including but not limited to BOT FAQ cards) and EHD internal documents, to enhance accessibility and functionality.
• Ensure service continuity, including extending support hours during peak periods or when understaffed. Proactively provide suggestions for process improvements when gaps are identified, to the SME or leader.
• Actively participate in and/or contribute to projects and initiatives on new processes, systems, or enhancements as necessary, at the regional, or global HROP level.
• Other duties as assigned.

Qualifications

Minimum Qualifications:

• Bachelor’s degree or above in Human Resources, Industrial-Organizational Psychology, Communications, Business, or a related field.
• At least 1 year of experience in Human Resources in a Shared Service Center, Employee Helpdesk, or Service Desk in APAC countries, preferably in the tech or BPO industry.

Preferred Qualifications:

• A service-oriented attitude, with the ability to adapt and perform under tight deadlines.
• Ability to work flexibly and independently based on business requirements (may include extended hours or different time zones as necessary).
• Highly resourceful and adaptable to a fast-paced environment. Strong collaboration skills and the ability to work effectively across diverse teams and communication contexts.
• Experience and proficiency in Microsoft Office tools and programs, as well as HR systems.
• Experience with Workday is highly desirable.
• Excellent learning ability, being careful, patient, and demonstrating strong work enthusiasm and a sense of responsibility. A high level of discretion, confidentiality, and ethics is required.

Important Note

Please be advised that this job posting is on behalf of a third-party agency. This is a 12-month temporary assignment managed by a third-party agency, who will be your employer. While you may be assigned to work at ByteDance, you will not be a ByteDance employee. All contractual terms, including payroll and benefits, will be handled by the third-party agency. By applying, you agree that the information provided in your application may be processed and retained by ByteDance for recruitment purposes and shared with the third-party agency in accordance with ByteDance's Applicant Privacy Notice https://jobs.bytedance.com/en/legal/privacy

About Us

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join ByteDance

Inspiring creativity is at the core of ByteDance's mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.

As ByteDancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users. When we create and grow together, the possibilities are limitless. Join …

Diversity & Inclusion

ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.