HR Helpdesk Support

2 weeks ago

Bangsar South Kuala Lumpur, Malaysia c-0471-4f2e-a071-d3a60f4df4bf Full time 3,500 - 6,000 per year

Role Summary

The role provides first-level HR support to employees across multiple business units across countries. This role ensures efficient and accurate handling of HR inquiries while delivering a consistent employee experience aligned with service-level standards.

1. First-Level HR Support

  • Act as the primary point of contact for HR-related inquiries across regions/business units.
  • Respond to questions on HR policies, benefits, payroll, attendance, leave, HR systems, and general HR processes.
  • Log all cases into the HRSS ticketing system and ensure timely resolution within SLAs.
  • Diagnose and troubleshoot basic HR system issues; guide employees on self-service navigation.

2. Case Management & Escalation

  • Categorize and route cases accurately to HR functional teams (Payroll, HR Operations, Claims, etc.) when escalation is required.
  • Follow up on pending cases to ensure closure and maintain high service quality.

3. Knowledge Base & Service Excellence

  • Maintain up-to-date FAQs, SOPs, and knowledge articles within the HRSS portal.
  • Identify recurring issues and propose enhancements to processes or system workflows.
  • Participate in continuous improvement initiatives and HRSS projects.

Requirements

  • Diploma/Degree in HR, Business Administration, or related field.
  • Experience in HR Shared Services or HR Operations is highly preferred.
  • Strong communication and customer service skills, with the ability to explain HR concepts clearly.
  • Comfortable working with HRIS and ticketing tools (e.g., Workday)
  • SAP user

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