HR Service Desk Specialist: Frontline HR Support

USA GPC Genuine Parts Company; United States; On-site; USD 42,000 - 68,000; Full time

Job summary

USA GPC Genuine Parts Company is seeking an Employee Service Desk Representative to provide timely HR support to employees, managers, and HR Partners. You will resolve inquiries using knowledge of HR processes and technology systems, ensuring accuracy and confidentiality in a fast-paced environment.

The role focuses on handling payroll, benefits, leaves, and policy questions via phone, email, and ServiceNow, while documenting cases and guiding users through Workday workflows.

Qualifications

• Relevant work experience in HR-support, customer service, or call center roles within a large enterprise environment.
• Familiarity with call center technology, case management systems, and basic computer skills with an ability to quickly learn new HR technologies.
• Strong verbal and written communication skills with a customer-focused mindset.
• Professionalism and discretion in handling confidential and sensitive employee information.
• Detail-oriented and organized with the ability to handle multiple tasks in a fast-paced team environment.
• Ability to work independently, leveraging tools and resources to complete established procedures and work collaboratively.
• High School diploma or equivalent required.

Responsibilities

• Serve as a primary point of contact for employee related inquiries, questions, and case resolution via phone, email, and ServiceNow with high levels of customer service.
• Diagnose, triage, and resolve common HR inquiries related to payroll, benefits, leave of absence, Workday transactions, and policy clarifications.
• Document case details thoroughly within ServiceNow ensuring information accuracy and compliance with company standards.
• Utilize Workday to verify employee data, update records, and guide users through system functionality.
• Ensure adherence to all confidentiality and compliance requirements when handling sensitive employee information.
• Manage incoming USPS mail by organizing, creating cases in ServiceNow, and resolving or escalating as needed.
• Escalate complex or unresolved issues appropriately per service delivery matrix or specialized teams.
• Contribute to the development of training materials, FAQs, and user guides to enhance team knowledge.

Skills

HR support

Customer service

Call center

Communication skills

Discretion

Education

High School diploma or equivalent

Bachelor’s degree (preferred)

Tools

Five9

ServiceNow

Workday

Job description

USA GPC Genuine Parts Company is seeking an Employee Service Desk Representative to provide timely HR support to employees, managers, and HR Partners. You will resolve inquiries using knowledge of HR processes and technology systems, ensuring accuracy and confidentiality in a fast-paced environment.

The role focuses on handling payroll, benefits, leaves, and policy questions via phone, email, and ServiceNow, while documenting cases and guiding users through Workday workflows.