Job Description

JPC-3523
HR HELPDESK ASSOCIATE
Location: Dubai
Position Type: Contractual Extendable
Languages Proficiency: Multilingual

• Working Shift & hours: - Recommend to work in General Day Shift & hours as mandated by local legislation for Dubai, UAE. Working Days - 05 (considering 8 hours working per day & workdays may be revolving), no need to extend additional hours at work hence no overtime applicability.
• Numbers of resources Needed: - 5 (one for each language)
• Work Experience: - All resources should have 1+ years of HR work experience in the reputed corporates environment.
• Work Location: - All resources will be based at a common work location in Al Barsha 1 office (Dubai)
• Additional Info: - Shift timing (Start & End hours) as well as work days may be revolving depending on the needs of the business but overall one working day may not exceed 8 hours a week and work days will be limited to 5 days a week.

Responsibilities:

• Act as the initial point of contact for all HR inquiries, ensuring that all requests are getting acknowledged on timely manner as per the given SLA's.
• Conduct precise validation of each query to verify its relevance and completeness.
• Systematically categorize incoming requests according to a predefined framework to streamline processing.
• Diligently assign requests to the correct HR Helpdesk Associates/Administrator (L0-L4) or specialized teams (HR Technology, Data, HR Continuity, HR Knowledge, HRBP/COE etc), based on the nature and complexity of the inquiry.
• Furnish basic but comprehensive assistance and information to employees on HR processes, policies, and system navigation.
• Proactively monitor and follow up on the status of requests to confirm progress and encourage expedient resolution.
• Actively participate in the continuous improvement of HR Helpdesk operations by identifying patterns and providing insights on recurrent issues.
• Maintain detailed records and documentation of all interactions, actions taken, and resolutions provided.
• Continuously work in collaboration with the HR knowledge Team for FAQs, leveraging insights from resolved inquiries to enhance the self-service capabilities of employees.
• Analyze HR service delivery metrics with a critical eye, identifying trends and proposing strategic improvements to elevate service quality and efficiency.

Skills Required