Job ID: SES1143
Job Title: HR Services Desk Advisor
Job Type: Contract
Consultant: MS Hawraa
Sector: Oil & Gas
Posted: 04 Aug 2020
Description: Position Description
-The HR Services Advisor will be part of the HR Services Desk team. He/she will be the first point of contact for Managers and Employees and is responsible for the rapid and efficient resolution or escalation of requests through the company HR Services Tier Model.
-The services scope will cover functional and technical support on SuccessFactors including the whole range of company HR processes in scope of all related HR related processes and system requests (processes, policies and systems).
-As the first point of contact, the HR Services Advisor deals with HR Process, HR system, and later, HR Policy requests which are considered to be routine requests and require limited effort.
Accountabilities and Requirements -Position Description
-Be the first point of contact for Employees and Managers seeking for support on requests, which are triggered by the use of SucessFactors, an Admin entering a case, or through the physical HR Services Desk
-Assume ownership for cases and be – as result – responsible for case opening and closure
-Seek for rapid and efficient resolution of requests, promptly resolving the majority of requests in first call / emails when first opening
-Investigate on requests which cannot be resolved by analyzing the nature of the request / diagnosing the problem and route them to the appropriate level through the HR Tiered Model
-Maintain customer contact until request is resolved
-Follow up on resolution and inform customer on status
Feedback resolution to the customer -
Document and capture learning gained -
-Support and offers help to new Advisors in the resolution of requests and the analysis / diagnosis of the problem in order to route the request through the HR Tiered Model. This especially applies to requests were the problem diagnosis is complex. Commission: Human Resources
Department: HR Services
Position Title: HR Services Desk Advisor
-Contributes to the analysis of learning and development needs for the new Advisor, working closely together with the HR Services Desk Team Lead and the extended HR team: S&P, HRBP.
-Contributes to continuous improvement and employee centricity
-Effective and efficient service provision in line with service level agreements and Customer Satisfaction targets.
-Ensure delivery of other tasks that may be assigned from time to time
Fast paced work environment requiring multi-tasking
Manage escalated issues & queries efficiently and promptly
Constant and demanding workload
Prioritization tasks and time
Meeting tight deadlines
Maintain credibility with customers
Maintain strong working relationships with all parties involved
Identifying and applying best practice to increase efficiency
Supports a wide range of staff, SGC secondees, Shell secondees, and various contractors.
-University Degree in Business Administration, Information Technology, or Computer Science
Highly proficient in English Language (written and oral) -
Minimum of 4 years with similar experience
-Well adept in systems
-Previous experience in Shared Service, Call Centre or Service environment is an advantage
Strong IT skills with a good working knowledge of MS Office -
Good command of English both written and oral -
Strong analytical and problem solving skills -
-Exhibits HR Shared Services "Service Excellence" behavioral standards