People Help Desk Analyst

The Opportunity

This role will be part of the People Help Desk team, supporting Level 1 service requests from Agodans. The successful candidate will have an opportunity to gain hands-on experience across a wide range of HR domains and help enhance our service desk.

• Be the first point of contact for People-related inquiries and requests across multiple channels (email, chat, Zendesk, self-service, automations).
• Gain hands-on exposure across People/HR domains (e.g., HRIS data, onboarding, benefits, time & attendance, mobility, policies, general inquiries).
• Contribute to a service culture that balances speed, accuracy, and empathy to improve the day-to-day experience of Agodans.

In This Role, You’ll Get To

• Provide clear, timely Tier 1 resolutions; triage and escalate to Tier 2 when appropriate.
• Manage the Help Desk queue to meet service standards for responsiveness, accuracy, and quality.
• Identify, diagnose, categorize, and document requests/incidents; resolve known issues using SOPs and knowledge articles.
• Execute routine transactions reliably (e.g., data updates, verifications, information requests) with strong data integrity and confidentiality.
• Maintain and improve team knowledge base content to drive self-service and first-reply resolution.
• Spot patterns and trends in tickets; partner with subject matter experts to recommend process, policy, or tooling improvements.
• Communicate with empathy and professionalism, ensuring a positive employee experience in every interaction.

What You’ll Need to Succeed

• Employee experience mindset: service-oriented, empathetic, and consistent in balancing speed, accuracy, and integrity.
• Ownership and initiative: self-starter who follows through, closes loops, and raises improvement ideas with evidence.
• Communication: clear, concise English (written and verbal); explains policies in a friendly, practical way.
• Quality and detail: high accuracy in data entry, categorization, case notes, and knowledge updates.
• Collaboration: team-first approach; keeps stakeholders informed and shares learnings.
• Problem solving and analysis:
  • Pattern recognition: connect recurring themes across tickets, data, and workflows.
  • Perceptive judgment: ask clarifying questions, identify root causes, and distinguish policy, process, and system issues.
  • Structured thinking: break problems into steps, apply SOPs, and document outcomes for reuse.

It’s Great If You Have

• Minimum of 1 year experience handling inquiries or requests in a fast-paced environment; familiarity with SOPs

• Bachelor's degree in human resources, Business Administration, or related field.
• Fluency in English.
• Experience in a similar position is an advantage.
• Any experience / comfortable using HRIS/ticketing tools.