Organizations across the globe rely on OneSource Virtual for Workday services, support, optimization, and consulting. We create solutions built on the Workday application that empower customers to become strategic HR organizations, then scales with them as they grow. To date, OneSource Virtual offers HR outsourcing, IT outsourcing, application optimization, and consulting services to 500+ customers that represent more than 35 percent of Workday's customer base.
This is a hybrid position and requires you to go into the office once a week at a minimum. The office is located on Patrick Street in Derry.
Position Summary/Objective
In this role you would be supporting the US Benefits & Employee Services Team using Workday and Salesforce ticketing technologies.
This position is within the EMEA Help Desk team providing support for English speaking clients with their Workday system. You need to have experience in both Computer & Communications technologies developed and enhanced in the Information Technology and Call Centre Industries.
Essential Functions/Duties/Responsibilities
Provide professional and timely service to internal and external customers
Effective communication skills via email
Provide Workday platform navigation and access assistance to contact centre requests.
Support team goals for performance metrics and service level agreement statistics for all cases (written and verbal)
Escalation of service delivery issues to on site Lead and Corporate contacts as appropriate
Participate in ongoing training relative to the functional area
Form strong partnerships within the department and organization
Identify and document areas of improvement or innovation through process change or automation
Meets or exceeds all performance standards
Assumes other duties as assigned by Manager
Competencies
Related working experience in a customer service or helpdesk related role
Keenness and willingness to learn basic Employee Self Service functionality for Workday platform
Must value and promote team spirit, have outstanding interpersonal skills and exhibit professionalism within the workplace
Maintain punctuality and adherence to set schedule with extra hours as needed
Ability to cope in fast-paced, demanding environment and manage sensitive, confidential issues.
Analytical skills; strong research and follow up skills
Ability to multi-task
Professional communication skills
Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc…)
Ability to work independently and as part of a team
Must be willing to adapt and display positive attitude
Supervisory Responsibility
This role has no supervisory responsibility and reports to the Global Help Desk Lead.
Qualifications And Experience
2+ years of administration experience
Excellent communication skills both written and verbally in English
Intermediate Excel experience
Advanced Proficiency in Microsoft Office
Ability to prioritize tasks
Preferred Skills
Experience in Employee Benefits
Call Center experience
Workday and/or Salesforce experience
Due to the nature of our business, the customer undertakings we provide, and the sensitive data we manage, we operate detailed background checks for all successful candidates which include a credit reference and basic criminal record check amongst educational and employment checks. Employment decisions will take account of all relevant information, including the background check outcome, in relation to each individual role.
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.