Job Summary

This is an entry-level opportunity for someone who is early in their career, eager to learn, and excited to grow within a global organization. We are looking for a sharp, highly organized individual who learns quickly, takes initiative, and is comfortable asking questions and learning new systems and processes.

The role will provide administrative and coordination support across People & Culture operations, including employee requests, documentation, Workday-related activities, benefits support, and a variety of operational projects. Prior HR or help desk experience is not required—we are looking for someone who is trainable, dependable, detail-oriented, and motivated to develop new skills.

Key Responsibilities

HR Help Desk and Jira Ticket Management

• Serve as the first point of contact for assigned HR service requests submitted through Jira.
• Review, categorize, prioritize, and route tickets to the appropriate People & Culture, Payroll, Benefits, Talent Acquisition, HRIS, IT, or regional HR team.
• Maintain accurate ticket details, ownership, status updates, and supporting documentation in Jira.
• Acknowledge employee requests promptly and provide clear, professional updates throughout the ticket lifecycle.
• Use available guidance, templates, and directions from the People & Culture team to support routine employee inquiries.
• Escalate sensitive, complex, or non-standard cases—including employee relations, legal, payroll, benefits eligibility, compensation, and data-correction issues—to the appropriate specialist.
• Monitor unassigned, aging, or stalled tickets and follow up with the appropriate owner to support timely resolution.
• Identify recurring ticket themes and flag opportunities to improve processes, communications, and employee self-service.

Workday Employee Support

• Provide first-level navigation support to employees and managers using Workday, including directing users to the appropriate task, guide, system resource, or support team.
• Triage Workday-related service requests and determine whether they should be routed to HRIS, Payroll, Benefits, Talent Acquisition, IT, or a regional People & Culture contact.
• Become familiar with where approved Workday guidance, process documents, templates, and team resources are stored in order to direct employees and internal teams appropriately.
• Perform basic quality checks on ticket information before escalation to help reduce back-and-forth and improve resolution time.
• Support assigned operational activities, such as follow-up on incomplete requests, missing documentation, or pending employee actions.
• As the role develops, identify frequently asked questions and help propose FAQ topics or self-service resources for review by the appropriate People & Culture owner.

Employee Letters and Documentation

• Prepare standard employment verification letters, confirmation letters, and other approved employee documents using established templates and verified Workday data.
• Support the preparation of manual offer letters for designated regions or exceptional processes, following approved templates and required review and approval steps.
• Maintain complete and confidential documentation records in accordance with internal procedures.
• Escalate non-standard letters or requests involving compensation, immigration, employee relations, legal language, or exceptions outside approved templates.

Benefits and Employee Guidance

• Guide employees to the appropriate benefits broker, benefits guide, vendor portal, or internal resource based on their country and inquiry type.
• Use approved communication templates while tailoring responses to clearly explain next steps and where employees can find relevant information.
• Provide practical, employee-friendly guidance on how to locate relevant benefits, policy, and Workday information.
• Track recurring benefits-related questions and flag potential opportunities to improve guidance or employee self-service.

Operational and Team Support

• Maintain awareness of available People & Culture resources, process documentation, templates, and team contacts to support effective ticket routing and employee guidance.
• Assist with inbox monitoring, follow-up communications, and administrative coordination for recurring People & Culture processes.
• Support periodic reporting on ticket volume, common request types, aging tickets, resolution trends, and service-level performance.
• Maintain trackers for employment letters, broker referrals, pending employee actions, and service-level deadlines.
• Assist with basic data and document-completeness checks before requests are escalated to the appropriate team.
• Support employee onboarding and offboarding administration using established checklists and direction from the People & Culture team.
• Participate in cross-training with global People & Culture team members to understand regional support models, processes, and escalation paths.
• Support ad-hoc administrative, documentation, process-improvement, and operational projects as business needs evolve.
• Maintaining the SharePoint repository for country-specific templates, employment verification documents, and related resources
• Handle all employee information with discretion, accuracy, professionalism, and confidentiality.

Qualifications

Required

• Based in India and able to work full-time hours aligned with GMT/BST.
• Up to 1–2 years of experience in HR administration, customer service, help desk support, operations, or a similar coordination role.
• Strong written and verbal English communication skills.
• Excellent organization, attention to detail, and ability to manage multiple requests in a fast-paced, global environment.
• Customer-service mindset with the ability to communicate clearly, respectfully, and professionally with employees across different countries and cultures.
• Ability to follow established processes, use sound judgment, and recognize when an issue requires escalation.
• Strong confidentiality and professionalism when handling employee information.
• Proficiency with Microsoft Office or Google Workspace tools.