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Deliver a best-in-class employee experience by serving as the front line of HR support for associates across the organization. As an HR Service Desk Coordinator, you will manage and triage inquiries through the OneSupport HR system, provide timely and accurate guidance on HR programs and policies, and ensure every request is handled with care and professionalism. You will partner closely with HR teams to resolve complex matters, streamline service delivery, and continuously improve the support experience. This role is ideal for a customer focused problem solver who thrives in a fast-paced environment and is passionate about helping people while driving efficient, high quality HR operations.
Job Responsibility
Receive, review, and respond to HR requests submitted via OneSupport-HR ticketing system
Triage and prioritize tickets based on urgency, complexity, and established service-level agreements (SLA)
Provide Tier 1 level support to general HR requests
Resolve HR inquiries related to associate data changes and general HR processes
Escalate complex requests or sensitive issues to an HR Specialist
Document all interactions, actions taken, and resolutions in the ticketing system to ensure a complete case history
Deliver a consistent, professional, and customer-centric experience
Maintain confidentiality and handle sensitive information in accordance with company policy and applicable laws
Collaborate closely with HR Specialists and other HR teams to ensure seamless service delivery
Identify trends, recurring issues, and opportunities for process improvements
Contribute to the development and maintenance of HR knowledge base articles (step-by-step guides)
Participate in team meetings, training, and cross-functional initiatives as needed
Requirements
High School Diploma
1-3 years of experience in HR administration, customer service, or a shared services environment
Strong customer service and communication (written/verbal) skills, with an ability to explain things simply and patiently
Ability to multitask and work efficiently in a fast-paced setting
Nice to have
Associate’s or Bachelor’s degree
Proficiency with HRIS system software, experience with ticketing systems