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Job Details

HR Help Desk Analyst
  • Job ID #: JR07535
  • Functional Area: Human Resources
  • Position Type: Full-Time Regular
  • Relocation Provided: No
  • Travel Percentage: 0
  • Primary Location: TN-Tunis-Ariana Zl Chotrana
  • Secondary Location(s):
  • Department: ADHRD Human Resources
  • Education Desired: Bachelors Degree or equivalent

Position Responsibilities\Requirements:

Manage expectations of various stakeholders.

Good Verbal and listening skills.

Should have good email etiquette.

well conversant in English , French and local language

Single Point of Contact / First Point of Contact – Global HR Helpdesk person would be answering the queries of the Users

Eye for detail

Build relationships and check to ensure he/she is understood, and understands, when working with customers from other cultures

Identifies, diagnoses, and resolves Level One problems of the SunGard employees

Respond to requests via phone, emails – answer Calls and reply to emails as and when required.

Respond to Voicemails – call back and assist the person

Track and route problems and requests and document resolutions

Answer and Receive  all Inbound calls , emails

Listen and analyze all queries

Document the required information

Identify the problems quickly and precisely – One Call Resolution is expected

Handle queries and complaints of customers in a kind, professional and tactful manner

Answer all Voicemails, work and contact the user/caller

Assign the query to the next level if not within the scope

Update and share all the information within the team

Follow the agreed pattern of escalation

Solve the problem or get the issue fixed and inform the caller/user

Preferably having worked in service industry e.g Business Process Outsourcing , Customer Care industry or having worked on HR tool / application e.g HRIS, Workday, or any similar HR tool.

Communication : Good in Verbal ,Written and Listening – English & French

Should be able to cater to English and French calls and queries

Flexibility in working in shifts (rotational) that includes Night Shift to support the US time zone and if Business requirement work during the weekends

Should be able to understand the customer/user requirement

Able to work under pressure

Sensitive towards different Culture

Should have the required phone etiquettes

Should take ownership and responsibility of any assignment / tasks within or outside the scope. Commitment towards work is very essential

FIS is a global leader in financial services technology, with a focus on retail and institutional banking, payments, asset and wealth management, risk & compliance, consulting and outsourcing solutions. Through the depth and breadth of our solutions portfolio, global capabilities and domain expertise, FIS serves more than 20,000 clients in over 130 countries. Headquartered in Jacksonville, Fla., FIS employs more than 55,000 people worldwide and holds leadership positions in payment processing, financial software and banking solutions. Providing software, services and outsourcing of the technology that empowers the financial world, FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.  Learn more at www.fisglobal.com

FIS is a global leader in financial services technology, with a focus on retail and institutional banking, payments, asset and wealth management, risk & compliance, consulting and outsourcing solutions. Through the depth and breadth of our solutions portfolio, global capabilities and domain expertise, FIS serves more than 20,000 clients in over 130 countries. Headquartered in Jacksonville, Fla., FIS employs more than 55,000 people worldwide and holds leadership positions in payment processing, financial software and banking solutions. Providing software, services and outsourcing of the technology that empowers the financial world, FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.

Learn more at www.fisglobal.com

 

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here and here

For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

As part of the selection process this role may require an assessment to determine suitability

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