Hris Helpdesk Specialist Kssc H/F AGL Group

Main Responsibilities:
- Respond to user requests (internal service care tickets, phone calls in case of urgency) from HR 4YOU users (employees, managers, HR/Payroll functions) regarding simple functional queries
- Diagnose and resolve Level 1 incidents (e.g., login issues, password resets, portal navigation problems)
- Provide explanations and guidelines on the daily use of HR 4YOU (e.g., payslip consultation, leave requests, updating personal information, certificate requests, login procedures, etc.)
- Record and document all requests and incidents in the internal ticketing system (Level 1), as well as for escalation (Level 2)
- Perform initial qualification of requests requiring higher-level intervention
- Contribute to updating the user support knowledge base
- Participate in continuous improvement of the user experience through feedback collection
- Contribute to technological monitoring (IT/HRIS watch)
- Produce Level 1 KPIs
- Identify and report data inconsistencies or anomalies
- ...
- The main tasks are identified but not exhaustive, as new activities may be proposed as long as they are directly related to the role

Position Dimensions

This role requires initial experience in payroll and HR administration (HR admin), post-payroll processes, and related tools (HRIS, time and attendance systems, and digitalization tools), as well as initial experience in a support function within an HRIS unit or HRIS service, along with a strong and continuous focus on customer satisfaction.