Hybrid Work
* Hybrid position; requires office attendance once a week at minimum, office 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.
Requirement: 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)
* Escalate 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
* Meet or exceed all performance standards
* Assume 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
Background Check
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.
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