HR Service Desk Associate

Job description

Talent Shared Services (TSS) is a core service line within the Global Delivery Services organization, providing multiple HR support services including Recruitment support, Onboarding support, People Data Administration, Learning Administration, Cross Border Travel, Global Mobility and Performance Management support to EY member firms. TSS provides services to country, sub-area, area and global people teams and other EY stakeholders involved in HR, L&D and recruiting transactions and associated administration, reporting and people infrastructure. These services are delivered from our centres in Dalian, China; Kerala and Bangalore, India; Wroclaw, Poland; and Manila, Philippines. TSS team delivers consistent, high-quality and operationally efficient HR transactional services to EY through a globally efficient and effective network of GDS centres. 

Central Support Team function is a part of the broader Talent Shared Services (TSS) and is primarily focused towards managing Level 1 queries from Talent/Recruiter/User of Non TSS supported countries.

The opportunity

The key function of this position is to attend Level 1 inquiries as assigned in accordance with established policies and procedures. Follows through on commitments and takes responsibility for results; effectively prioritizes assignments; identifies and reports barriers and issues to Supervisor. Identifies potential areas for process improvements and makes recommendations to Senior and Supervisor.

Your key responsibilities

·  Handling the queries received through Service-Now
·  Liaise between the requestor and L2/L3/L4 teams
·  Strictly follow the procedures and Work instructions to execute the assigned requests appropriately
·  Strict adherence to the defined Service Level Agreements (SLAs)
·  Ensure quality compliance as per the defined standard model
·  Follows through on commitments and takes responsibility for results; effectively prioritizes assignments; identifies and reports barriers and issues to Supervisor
·  Prepares and contributes to reporting as directed
·  Identifies potential areas for process improvements and makes recommendations to Supervisor
·  Assists with Global initiatives and other projects as assigned  
·  Ensures GDS organizational policies and processes are followed
·  Recommend creating KB Article/FAQ if there is a trend noticed when any query is received in queue
·  Provide accurate, valid and complete information by using the right methods/tools

Operations

·  Actively participates and completes the performance management and development plan activities  
·  Identifies potential areas for process improvements and makes recommendations to Senior and Supervisor roles
·  Ensure there are no deviations from the agreed process – raise change requests wherever required upon getting confirmation from the Supervisor

Skills and attributes for success

To qualify for the role, you must have

·  Good communication, interpersonal skills and customer orientation; works effectively with the team
·  Displays positive attitude; meets challenges and changes with an open mind, demonstrates commitment to the job  
·  Should be well structured and essentially possess analytical and problem-solving skills
·  Pro-active and always pay attention to detail – this is critical when it comes to huge volume of transactions to be processed
·  Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements  
·  Flexibility in working hours to accommodate multiple time zones as needed
·  May need to work on extra hours in case of special customer requirements
·  Hands-on experience in SF - Onboarding and basic knowledge on Employee Central would be an added advantage
·  Bachelor’s degree or above from a commercial, business or HR related discipline. Preference will be given for those with HR Specialisation
·  0 - 4 years’ work experience preferred including prior Shared Services / BPO and / or HR Operations experience
·  Applications Used: Service-Now and SuccessFactors (LEAD)
·  Shift: Rotational / Night Shifts

What we look for

The Admin is responsible to manage queries from Talent/Recruiter/User of Non TSS supported countries pertaining to global talent tools - Employee Central, SF Onboarding, Field Glass, LEAD, Recruitment, SAP Jam and CHR E-form. The role is also responsible to build & maintain positive and productive relationships with other team members and customers.

What working at EY offers

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

·  Support, coaching and feedback from some of the most engaging colleagues around
·  Opportunities to develop new skills and progress your career
·  The freedom and flexibility to handle your role in a way that’s right for you

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

About EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Join us in building a better working world. Apply now.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.