Employee Service Desk Representative

About the role

The Employee Service Desk Representative is a frontline responder providing timely and accurate support for employees, managers, and HR Partners. This role resolves a wide array of HR-related inquiries using strong knowledge of HR processes and technology systems. If you excel in customer service, enjoy problem-solving, and have a passion for HR operations, we want to hear from you!

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.

Qualifications

Required:

• 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.

Preferred:

• Bachelor’s degree in Human Resources, Business Administration, or a related field.
• Previous experience supporting HR operations or employee services in a large, multi-state or multinational organization.
• Advanced proficiency with HR technology platforms such as Five9, ServiceNow, and Workday.
• Basic understanding of employment laws, HR policies, and compliance requirements relevant to a large workforce.
• Bilingual skills, particularly Spanish