HR Help Desk Specialist, Shared Services

Qualfon; Metro Manila; On-site; PHP 400,000 - 560,000; Full time

Job summary

Qualfon is hiring a Tier 1 Frontline Support Specialist to serve as the primary HR support contact for employees, managers, and stakeholders. You will provide accurate, timely HR guidance across policies, programs, and systems, while maximizing first-contact resolution.

You will handle HR Help tickets, validate data in QNect (SuccessFactors), and maintain compliance with privacy and service standards. A strong customer-service mindset and knowledge of HR tools are essential.

Qualifications

• Bachelor's degree in Human Resources, Business Administration, Psychology or related discipline.
• Relevant HR shared services or customer support experience may be considered in lieu of a degree.

Responsibilities

• Serve as first point of contact for HR inquiries via HR Help and other channels.
• Provide guidance on HR policies, programs, benefits, and lifecycle processes.
• Navigate QNect self-service and validate HR data.
• Manage tickets, categorize, prioritize, and sustain SLA adherence.
• Escalate complex issues to Tier 2 teams and ensure audit-ready documentation.
• Contribute to knowledge base updates and continuous process improvements.

Skills

Customer service empathy

Communication

Knowledge sharing

Education

Bachelor's Degree in HR/Business/Psychology

Tools

Freshservice

SAP SuccessFactors

Microsoft 365

AI-enabled tools

Job description

Qualfon is hiring a Tier 1 Frontline Support Specialist to serve as the primary HR support contact for employees, managers, and stakeholders. You will provide accurate, timely HR guidance across policies, programs, and systems, while maximizing first-contact resolution.

You will handle HR Help tickets, validate data in QNect (SuccessFactors), and maintain compliance with privacy and service standards. A strong customer-service mindset and knowledge of HR tools are essential.