Service Desk Executive

Company: Telenor Shared Services Pakistan

Position Title: Service Desk Executive

Reporting to: Sr. Manager (Lead Service Desk Expert- HR Nordics)

Job Group: 1A

Location: Islamabad

Department: People Services

Unit:  HR Ops PK

Position Related

• Provide excellent technical and functional support to end users.
• Ensure timely resolution of tasks while maintaining highest level of quality
• Identify and suggest areas to improve.
• Contribute towards the team and organizational goals.

Goals

Provide excellent technical and functional support to end users. Ensure timely resolution of tasks while maintaining highest level of quality Identify and suggest areas to improve. Contribute towards the team and organizational goals.

Your typical day at work

• Control of expense claims of employees to ensure compliance and accuracy.
• Analyze customer queries and provide timely resolution.
• Resolve cases related to travel & expense within designated platform.
• Follow-up with users and technical vendor on status of cases that are waiting on further information or confirmation of resolution.
• Suggest ways for improving the existing processes where required.
• Assist in updating process documents and standard operating procedures.
• Assist Service Delivery Manager to deliver on Customer SLA
• Participate in vendor meetings with escalations from customer
• Challenging vendors /other functional teams on the suggested work arounds and costs
• Responsible for quality assurance/SOA compliance on deliveries
• Reporting on daily /Weekly productivity and performance

Eligibility Criteria

Education: Graduate from a well reputed university, people with HR education will be preferred.

Work experience:

• At least 1 year of working experience in HR support in a well renowned company.

• Good understanding and knowledge of HRMS systems (Experience of handling payroll and expense claims will be a plus)

• Excellent analytical and problem-solving skills

• Customer service oriented: excellent communication skills and positive customer-centric attitude.

• Sense of urgency and self-motivation; ability to work under pressure and meet deadlines.
• Very good English communication skills, both written and oral
• A flexible personality who should be able to adapt and work in different shifts as well during the public holidays.

 Potential Career Path:

• Service Desk Expert (HR)
• Service Operations Delivery Management (HR)