People Services Support Desk Executive
Core
Expert behind the people services support model, resolving complex contractual and sensitive queries alongside an AI agent while improving guidance quality.
Role type
Senior HR Support Desk Executive (AI-augmented)
Builds
Accurate, consistent employee guidance and resolved complex HR cases
Domain
Professional services / HR operations
Deliverable
client delivery
Required skills
HR policy interpretation, contractual guidance, Workday administration, AI tool evaluation, data investigation, process optimization
Preferred skills
CIPD qualification, reporting/integrations experience, multi-location shared services experience, professional services environment experience
Technologies
Workday, AI agents
Responsibilities
Resolve escalated complex queries requiring human judgement; Interpret and apply firm policies to grey-area situations; Advise on contractual terms (notice periods, working patterns); Collaborate with People and Culture centers of excellence; Support people managers with self-service confidence; Handle complex holiday, leaver, and pay queries; Review AI agent responses for accuracy and flag gaps; Investigate data transaction errors and root causes; Produce and interpret system reporting; Identify process simplification opportunities.
