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Helpdesk Support Agent...

Helpdesk Support Agent

4 minutes read

As taught in the Full Academy Access

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The specialists running the HR help desk are responsible for the central source of information for employees, where they can get answers to questions on all HR matters. These range from policies to training programs, and employee self-service system queries.

Contents
Role family, salary range & work experience
Key responsibilities
Skills & competencies
Job description template
Detailed responsibilities & tasks
KPIs for this role
Training programs

Role family, salary range & work experience

HR role family: Service champion
Salary range: 47,000 – 57,000
Work experience: Minimum 1 year

Key responsibilities

Acts as the first point of HR contact for employees self-service queries.
Responds to HR queries and questions from employees and provides guidance on systems and process.
Optimizes the administrative side of the organization by ensuring all employees receive proper guidance on how to follow official processes.

Skills & competencies

Analytics Translation
Customer Understanding
Data-Driven
Engages People
HR Operations and Administration

Job description template: Helpdesk Support Agent

The HR Helpdesk Support Agent will be responsible for responding to queries and issues related to HR policies, procedures, and programs, and providing effective solutions or escalating the issue to the appropriate HR representative. The successful candidate will be a key member of the HR team, ensuring employees receive timely and accurate information and support.

Responsibilities:

Respond to employee queries and issues related to HR policies, procedures, and programs in a timely and professional manner.
Provide accurate and up-to-date information to employees, avoiding errors or mistakes that could result in confusion or additional issues.
Identify the root cause of HR-related issues and provide effective solutions, or escalate the issue to the appropriate HR representative if necessary.
Maintain accurate records of employee interactions, including the nature of the query or issue, the actions taken to resolve it, and any follow-up required.
Collaborate with other HR representatives to provide seamless service to employees.
Stay up-to-date on changes and developments that could impact employee queries or issues.
Ensure employees are satisfied with the service provided by responding to queries with empathy, providing effective solutions, and demonstrating a commitment to exceptional customer service.

Requirements:

High school diploma or equivalent required; bachelor’s degree in human resources or related field preferred.
Strong customer service skills, with a commitment to providing exceptional service to employees and internal customers.
Excellent communication skills, including active listening, speaking clearly and effectively, and writing clear and concise messages.
Knowledge of HR policies, procedures, and programs, with a deep understanding of how they impact employees.
Strong problem-solving skills, with the ability to identify the root cause of HR-related issues and provide effective solutions.
Attention to detail, with the ability to maintain accurate records and provide accurate information to employees.

Detailed responsibilities & tasks

Respond to a wide range of HR-related queries from employees or internal customers via phone, email, chat, or other communication channels.
Possess a deep understanding of HR policies, procedures, and programs to provide accurate and timely information to employees.
Resolve HR-related issues, such as payroll errors, benefits issues, or policy violations, by working with employees and other HR representatives.
Identify and escalate complex issues to the appropriate HR representative, such as an HR Business Partner or HR Manager, to ensure timely resolution.
Maintain accurate and up-to-date records of employee interactions, including the nature of the query, the actions taken to resolve the issue, and any follow-up required.
Provide exceptional customer service to employees and internal customers, including being responsive, professional, and empathetic.
Identify trends and common issues in employee queries or issues and providing feedback to HR managers.
Stay up-to-date on changes to HR policies and procedures to ensure accurate and timely support for employees.

Detailed skills description

Strong customer service skills: HR Helpdesk Support Agents must have strong customer service skills to provide exceptional service to employees and internal customers.
Excellent communication skills: HR Helpdesk Support Agents must have excellent communication skills, including active listening, speaking clearly and effectively, and writing clear and concise messages.
Knowledge of HR policies and procedures: HR Helpdesk Support Agents must have a deep understanding of HR policies, procedures, and programs to provide accurate and timely information to employees.
Problem-solving skills: HR Helpdesk Support Agents must have strong problem-solving skills to identify the root cause of HR-related issues and provide effective solutions.
Attention to detail: HR Helpdesk Support Agents must have excellent attention to detail to ensure accurate records and provide accurate information to employees.

KPIs for this role

Responsiveness: HR Helpdesk Support Agents should respond to employee queries or issues in a timely and professional manner, meeting or exceeding established service level agreements.
Accuracy: HR Helpdesk Support Agents should provide accurate and up-to-date information to employees, avoiding errors or mistakes that could result in confusion or additional issues.
Customer satisfaction: HR Helpdesk Support Agents should ensure employees are satisfied with the service provided by responding to queries with empathy, providing effective solutions, and demonstrating a commitment to exceptional customer service.
Efficiency: HR Helpdesk Support Agents should manage their workload efficiently, handling queries or issues in a timely and effective manner, and prioritizing their workload based on urgency and importance.
Knowledge: HR Helpdesk Support Agents should demonstrate a deep understanding of HR policies, procedures, and programs, staying up-to-date on changes and developments that could impact employee queries or issues.