Employee HR Help Desk Management – Associate

Parameter Details Position Title Position Type Shift Work Location Work Mode Relevant Experience Educational Qualification Assessment Employee HR Help Desk Management – Associate Full-time US Shift (EST/PST) Gurugram, Haryana Work from Office 0.6 – 2 Years Graduate Versant Mandatory (Cut-off: 70) ROLE PURPOSE The Employee HR Help Desk Management Associate acts as the first point of contact for employees, managers, and contingent workers. The role involves handling HR-related queries, ensuring timely resolution, maintaining compliance, and delivering a seamless employee experience. KEY RESPONSIBILITIES • Serve as the primary contact for resolving employee HR-related issues. • Handle queries via ticketing systems, email, chat, and phone across areas such as: ✓ Benefits ✓ Payroll ✓ Time & Attendance ✓ Leave Management ✓ Onboarding/Offboarding ✓ Performance Cycles ✓ HR Systems Access • Provide clear, empathetic, and accurate responses to all inquiries.


Create, track, and resolve tickets within defined SLAs. • Document all interactions using knowledge base (KB) templates and case notes. • Escalate complex issues (e.g., fraud alerts, disputed claims, duplicate cases) to relevant teams. • Generate periodic dashboards and reports: ✓ Spend by category ✓ Policy exceptions ✓ Channel leakage • Track and report key metrics: ✓ Volume ✓ SLA adherence ✓ First Call Resolution (FCR) ✓ CSAT ✓ Backlog & Aging • Identify recurring issues and suggest process improvements. • Collaborate with HR Operations to standardize responses and improve efficiency. REQUIRED SKILLS • Excellent communication skills (verbal & written) with strong listening ability. • High level of empathy and customer-centric approach. • Strong analytical and problem-solving skills. • Good understanding of HR issue resolution and KPI metrics. • Ability to manage multiple queries and prioritize effectively. • Attention to detail with a focus on compliance and accuracy. • Ability to work in a fast-paced, US shift environment.