People Help Desk Analyst
Core
First point of contact for People/HR inquiries and requests across multiple channels, providing Tier 1 resolutions and triaging escalations.
Role type
People Help Desk Analyst (Level 1)
Builds
Service desk operations for Agoda employees
Domain
Human Resources / Employee Experience
Deliverable
client delivery
Required skills
HRIS data management, ticketing systems, SOP execution, data entry accuracy, policy interpretation, incident documentation, queue management, pattern recognition, root cause analysis
Preferred skills
HRIS/ticketing tools experience, process improvement initiatives
Responsibilities
Provide clear, timely Tier 1 resolutions; triage and escalate to Tier 2; manage Help Desk queue; identify, diagnose, and document requests/incidents; execute routine transactions; maintain knowledge base content; spot patterns and trends in tickets
Seniority
Entry-level to Junior
