HR Help Desk Specialist – Shared Services & SuccessFactors

Qualfon; Lapu-Lapu; On-site; PHP 300,000 - 540,000; Full time

Job summary

Qualfon is seeking a Tier 1 Frontline HR Support Specialist who serves as the first point of contact for employees, managers, and stakeholders. You will deliver accurate, timely, and professional support across HR processes, policies, programs, and systems, aiming for high first-contact resolution and exceptional customer satisfaction.

You will manage inquiries via HR Help (Freshservice), validate data in QNect/SuccessFactors, ensure data privacy, document cases, and continuously improve

Qualifications

• Bachelor's degree or equivalent experience in HR/Business administration or psychology.
• Experience in HR Shared Services or customer support is acceptable in lieu of a degree.
• Proven ability to deliver HR support with a focus on customer satisfaction.

Responsibilities

• Serve as the first point of contact for HR inquiries submitted through HR Help via Freshservice, email, chat, or other channels.
• Provide guidance on HR policies, programs, benefits, lifecycle processes, and organizational procedures.
• Support employees and managers in navigating QNect self-service functionality.
• Deliver accurate, consistent, and customer-focused HR support aligned with service standards.
• Promote self-service adoption by educating employees on available tools and resources.
• Create, manage, update, and resolve HR help tickets; categorize, prioritize, and document cases per SLAs.
• Assist with QNect transactions: personal info, job info, org data, and self-service requests.
• Maintain knowledge resources using SOPs and knowledge articles; identify gaps and suggest updates.
• Aim for high customer satisfaction with empathetic, confidential handling of data.
• Support process improvements, automation, and AI-enabled service delivery.

Skills

HR Support

Customer service

SLA

Freshservice

SuccessFactors

Data privacy

Knowledge base

Ticketing

Education

Bachelor's Degree in HR/Business Administration/Psychology

Equivalent Experience in HR Shared Services

Tools

Freshservice

QNect/SuccessFactors

MS 365

Job description

Qualfon is seeking a Tier 1 Frontline HR Support Specialist who serves as the first point of contact for employees, managers, and stakeholders. You will deliver accurate, timely, and professional support across HR processes, policies, programs, and systems, aiming for high first-contact resolution and exceptional customer satisfaction.

You will manage inquiries via HR Help (Freshservice), validate data in QNect/SuccessFactors, ensure data privacy, document cases, and continuously improve