Employee Service Centre Specialist

OneSource Virtual; Derry (Westmoreland County); On-site; USD 42,000 - 64,000; Full time

Job summary

OneSource Virtual seeks a Help Desk professional to support the US Benefits & Employee Services Team using Workday and Salesforce ticketing tools. This role is within the EMEA Help Desk team, serving English-speaking clients and requires IT and call centre experience.

You will provide timely customer service, assist with Workday navigation, and help meet performance metrics while collaborating with teammates to drive process improvements and best practices.

Qualifications

• 2+ years of administration experience.
• Excellent communication skills both written and verbal in English.
• Intermediate Excel experience.
• Advanced Proficiency in Microsoft Office.
• Ability to prioritize tasks.

Responsibilities

• Provide professional and timely service to internal and external customers.
• Effective communication skills via email.
• Provide Workday platform navigation and access assistance to contact centre requests.
• Support team goals for performance metrics and service level agreement statistics for all cases (written and verbal).
• Escalation of service delivery issues to on site Lead and Corporate contacts as appropriate.
• Participate in ongoing training relative to the functional area.
• Form strong partnerships within the department and organization.
• Identify and document areas of improvement or innovation through process change or automation.
• Meets or exceeds all performance standards.
• Assumes other duties as assigned by Manager.

Skills

Customer service

Communication skills

Workday navigation

Salesforce usage

Microsoft Office

Teamwork

Problem solving

Multitasking

Tools

Workday

Salesforce

Microsoft Office

Excel

Job description

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place.

Position Summary/Objective

In this role you would be supporting the US Benefits & Employee Services Team using Workday and Salesforce ticketing technologies.

This position is within the EMEA Help Desk team providing support for English speaking clients with their Workday system. You need to have experience in both Computer & Communications technologies developed and enhanced in the Information Technology and Call Centre Industries.

Essential Functions/Duties/Responsibilities

• Provide professional and timely service to internal and external customers
• Effective communication skills via email
• Provide Workday platform navigation and access assistance to contact centre requests.
• Support team goals for performance metrics and service level agreement statistics for all cases (written and verbal)

• Escalation of service delivery issues to on site Lead and Corporate contacts as appropriate

• Participate in ongoing training relative to the functional area
• Form strong partnerships within the department and organization
• Identify and document areas of improvement or innovation through process change or automation
• Meets or exceeds all performance standards
• Assumes other duties as assigned by Manager

Competencies

• Related working experience in a customer service or helpdesk related role
• Keenness and willingness to learn basic Employee Self Service functionality for Workday platform
• Must value and promote team spirit, have outstanding interpersonal skills and exhibit professionalism within the workplace

• Maintain punctuality and adherence to set schedule with extra hours as needed
• Ability to cope in fast-paced, demanding environment and manage sensitive, confidential issues.

• Analytical skills; strong research and follow up skills
• Ability to multi-task
• Professional communication skills
• Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc…)
• Ability to work independently and as part of a team
• Must be willing to adapt and display positive attitude

Supervisory Responsibility

This role has no supervisory responsibility and reports to the Global Help Desk Lead.

Qualifications and Experience

• 2+ years of administration experience
• Excellent communication skills both written and verbally in English
• Intermediate Excel experience
• Advanced Proficiency in Microsoft Office
• Ability to prioritize tasks

Preferred Skills

• Experience in Employee Benefits
• Call Center experience
• Workday and/or Salesforce experience

Due to the nature of our business, the customer undertakings we provide, and the sensitive data we manage, we operate detailed background checks for all successful candidates which include a credit reference and basic criminal record check amongst educational and employment checks. Employment decisions will take account of all relevant information, including the background check outcome, in relation to each individual role.

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.