Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
Perform investigation and diagnosis of incidents with references to existing knowledgebase/ problem management/ list of known errors.
Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
Highlight and escalate recurring Incidents which are similar in nature.
Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.
Closely follow up with outstanding Incidents and Service Requests up till closure.
Provides specialized expertise in HRIT systems- WORKDAY.
Supports the implementation of WORKDAY, ensuring integration with other HRIT systems.
Develops a comprehensive understanding of our broader HRIT ecosystem by learning and supporting various HRIT-WORKDAY modules in day-to-day operations.
Works closely with business departments to understand their requirements and recommend process improvements within HRIT, providing high-quality deliverables.
Requirements
Education
Bachelor's degree in human resources management, IT or a related field is required or other relevant discipline.
Experience
Experience using ITSM tools (i.e. Ticketing Tools) will be added advantage.
WORKDAY certification in any module or other HRIT system will be considered a plus.
Strong understanding of HRIT process, WORKDAY modules and their integration with other HRIT systems.
Ability to troubleshoot and resolve HRIT systems related issues.
Technical skills
Microsoft Office
HRIT-WORKDAY
Programming languages: JavaScript, React, and JSON (added advantage)
Special skills
SLA familiarity and performance driven work culture.
Excellent interpersonal skills to rapidly develop robust relationships across all key stakeholders.
Ability to diagnose and resolve basic technical issues.
