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Helpdesk Support Agent

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, ranging from policies to training programs and employee self-service system queries.
HR Role family: Solution architect
Salary range: $47,000 - 57,000Gross salary range estimation based on US salary benchmark data collected in 2022
Work experience: Entry-levelAverage minimum year of (relevant) work experience required for this role.

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 that all employees receive proper guidance on how to follow official processes

Skills & Competencies

Analytics Translation
Data-Driven
Engages People
HR Operations and Administration
Understands Customers

Career paths

Path 1
Path 2
Path 3
Path 4
Helpdesk Support Agent
Benefits Administrator
Benefits Manager
HR Operations Manager
Shared Services Manager
Helpdesk Support Agent
HR Administrator
Learning and Development Administrator
Payroll Administrator
Payroll Team Lead
Helpdesk Support Agent
HR Data Administrator
HRIS Analyst
HR Operations Manager
Shared Services Manager
Helpdesk Support Agent
Benefits Administrator
HR Data Administrator
HR Officer
HR Business Partner

Training programs

Certificate Program

People Analytics

Intermediate | 38 hours

Develop a full analytics skill set to lead with data-driven HR

Certificate Program

Compensation & Benefits

Intermediate | 28 hours

Become a total rewards expert and learn everything you need to create a future-proof C&B strategy.

Certificate Program

HR Metrics & Dashboarding

Entry-Level | 30 hours

Drive fact-based HR decisions by mastering powerful reporting and dashboarding skills.

More details & resources

Job Description Template: Helpdesk Support Agent

Job Title: Helpdesk Support Agent

Location: [Insert location]

Reports to: [Insert name and title of supervisor]

Job Summary:

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 that employees receive timely and accurate information and support.

Key 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 that employees are satisfied with the service provided, by responding to queries with empathy, providing effective solutions, and demonstrating a commitment to exceptional customer service

Key Skills and Qualifications:

  • 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

  • Responding to HR-related queries: HR Helpdesk Support Agents are responsible for answering a wide range of HR-related queries from employees or internal customers via phone, email, chat, or other communication channels.
  • Providing accurate and timely information: HR Helpdesk Support Agents must have a deep understanding of HR policies, procedures, and programs to provide accurate and timely information to employees.
  • Resolving HR-related issues: HR Helpdesk Support Agents are responsible for resolving HR-related issues, such as payroll errors, benefits issues, or policy violations, by working with employees and other HR representatives.
  • Escalating complex issues: HR Helpdesk Support Agents must identify and escalate complex issues to the appropriate HR representative, such as an HR Business Partner or HR Manager, to ensure timely resolution.
  • Maintaining accurate records: HR Helpdesk Support Agents must 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.
  • Providing exceptional customer service: HR Helpdesk Support Agents must provide exceptional customer service to employees and internal customers, including being responsive, professional, and empathetic.
  • Identifying trends and common issues: HR Helpdesk Support Agents are responsible for identifying trends and common issues in employee queries or issues and providing feedback to HR managers.
  • Staying up-to-date on HR policies and procedures: HR Helpdesk Support Agents must stay up-to-date on changes to HR policies and procedures to ensure accurate and timely support to 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 that 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.