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Employee Service Desk Representative
Softcard (acquired by Google). Serve as the primary point of contact for employee inquiries, questions, and case resolution via phone, email, and ServiceNow .
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Serve as the primary point of contact for employee inquiries, questions, and case resolution via phone, email, and ServiceNow
- Diagnose, triage, and resolve HR inquiries related to payroll, benefits, leave of absence, Workday transactions, and policy clarifications
- Document case details in ServiceNow, ensuring accuracy and compliance
- Use Workday to verify employee data, update records, and guide users through system functionality
- Handle sensitive employee information in accordance with confidentiality and compliance requirements
- Manage incoming USPS mail, create ServiceNow cases, and resolve or escalate issues
- Escalate complex or unresolved issues to specialized teams according to the service delivery matrix
- Contribute to training materials, FAQs, and user guides
Requirements
What you’ll need- 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
- Ability to quickly learn new HR technologies
- Strong verbal and written communication skills
- 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 and collaboratively
- High School diploma or equivalent required
Benefits
Comp & perks- Hybrid work arrangement