HR Services - Service Desk Jr Analyst

How will you CONTRIBUTE and GROW?

We are a dedicated multinational natural gas company committed to providing Natural Gas and Hydrogen worldwide. We are expanding our operations and seeking an enthusiastic and analytical HR BSC Service Desk Jr Analyst to join our team and support HR service Desk for Americas.
Reporting to the HR Support Team Lead, the HR Service desk Jr. Analyst will provide comprehensive assistance to Airgas associates. This role involves resolving or directing HR-related inquiries across various categories, including benefits, payroll, timekeeping, leave, HR applications, and personal data, utilizing Workday and ServiceNow through phone, email, and chat. A key focus for this position is consistently meeting service level objectives to ensure timely and high-quality support, which is essential for fulfilling internal customer expectations.Reporting to the HR Support Team Lead, the HR Service desk Jr. Analyst will provide comprehensive assistance to Airgas associates. This role involves resolving or directing HR-related inquiries across various categories, including benefits, payroll, timekeeping, leave, HR applications, and personal data, utilizing Workday and ServiceNow through phone, email, and chat. A key focus for this position is consistently meeting service level objectives to ensure timely and high-quality support, which is essential for fulfilling internal customer expectations.

Job responsibilities:

• First-Point of Contact: Act as the primary resource for employees by taking calls and directly answering questions, doubts, and general HR-related inquiries.
• Customer Service Excellence: Deliver outstanding, empathetic support across phone, email, and chat to meet high service and resolution expectations.
• Case Documentation: Accurately log and document all employee inquiries flowing into the HR Service Desk (HRSD) regardless of the channel (phone, email, or chat).
• Inquiry Routing: Resolve foundational cases directly, and accurately direct or escalate more complex inquiries to the appropriate specialized HR teams following established policies.
• System Guidance: Assist and educate employees on how to successfully initiate, navigate, and complete their self-service tasks within Workday.
• Clear Communication: Ensure that answers, issue updates, and procedural changes are communicated clearly and effectively to all users.
• SLA Compliance: Ensure all support services are delivered accurately and on time, strictly adhering to defined Service Level Agreements (SLAs).

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Are you a MATCH?

Education
Bachelor degree in Human Resources management or equivalent Business school degree preferable.

Training or certification
Knowledge of Workday Solutions, Excel functions, Google G-Suite

1 year of work experience in HR, call center, or customer service is a plus

Languages
English - Advanced proficiency Mandatory [C1]

HR Core Skills

• Support & Administration
• Analytical and problem-solving
• Adaptability to changing situations & priorities
• Assertive, energetic, and a self-starter
• Excellent verbal and written communication skills.
• Proven problem solving ability and successful conflict resolution.
• Excellent customer focus (internal & external)

Transversal Skills

• Cross-cultural communications
• Digital fluency & system skills

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.