Workday & Salesforce Service Desk 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 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.