Temporary Help Desk Assistant

Claritev•New York, NY

2d•$25 - $30

About The Position

Executes the day-to-day tasks of the HR Service Desk (Tier 1) processes. Ensures employee inquiries are properly recorded, classified, and triaged using established knowledge articles and action plans. Provides first-contact resolution where possible and escalates inquiries that cannot be resolved using standard resources to Tier 2 HR support teams. The incumbent operates within a Tier 1 HR Service Delivery model using standardized processes, knowledge articles, and defined action plans. The role focuses on efficient intake, triage, and resolution of employee inquiries while ensuring consistent service delivery. Working under general supervision, the incumbent provides first-contact resolution using documented HR knowledge resources, assesses inquiries to determine appropriate resolution or escalation path, routes complex, non-standard, or sensitive inquiries to Tier 2 HR specialists, supports continuous improvement by identifying knowledge gaps and process inefficiencies, and ensures accurate case management and timely follow-up to support employee satisfaction.

Requirements

Minimum High School Diploma or GED; Bachelor’s degree in Talent Administration preferred
2+ years’ customer service experience
Time management, prioritization skills, attention to detail and a flexible schedule are required
Verbal communication skills and ability to convey information clearly and effectively
Ability to effectively handle multiple tasks in a fast paced environment
Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues
Ability to resolve issues of conflict in a tactful and professional manner and to effectively diffuse irate callers

Responsibilities

Document all employee inquiries within the HR Help Desk system, following established guidelines for documentation, categorization, and prioritization. Assign or resolve inquiries accordingly.
Serve as the first point of contact for HR-related inquiries. Utilize approved knowledge articles, FAQs, and action plans provided by HR workstreams (e.g., Benefits, Payroll, Talent) to resolve inquiries at first contact whenever possible.
Escalate inquiries that cannot be resolved using documented knowledge articles or action plans to appropriate Tier 2 HR subject matter experts, ensuring complete and accurate case documentation to support efficient handoff.
Identify recurring issues, gaps in knowledge articles, and potential trends. Provide feedback to Director, Operations so that workstreams can improve knowledge content, processes, and the employee experience.
Maintain familiarity with HR knowledge base content. Recommend updates or enhancements based on employee inquiries and observed gaps. Share insights with Director, Operations to promote consistency.
Monitor the status of open cases, ensuring timely resolution and appropriate follow-up. Assist in tracking escalated cases and provide updates to employees when needed.
Provide clear, professional, and empathetic communication to associates. Follow up with associates as needed; keep them informed of case status, next steps, and expected timelines.
Demonstrate a strong commitment to delivering a high-quality employee experience. Exhibit professionalism, discretion, and appropriate communication etiquette in all interactions.
Collaborate with Tier 2 HR teams, HR Centers of Excellence, Payroll, IT, and other functions as needed to ensure seamless resolution of employee inquiries.
Manage service level to meet resolution, escalation and response times.
Ensure compliance with all applicable regulations and company policies (e.g., data privacy, HIPAA where applicable). Maintain strict confidentiality of employee information.
Demonstrate commitment to the Company’s mission, vision, and core values.
Responsibilities outlined above are not all-encompassing. Additional duties may be assigned as necessary.