HR Service Desk Senior Specialist\..HR BP & HR Shared Services

Job Purpose

To act as a first line support in handling and solving Etisalat, ISP & EGS employees inquiries and problems. To ensure the quality of provided services & information to all staff

Report To Position Name

Receive, review, new updates on reach. • Coordinate with HR teams to update employees with latest services. • Responsible for guiding employees through all medical inquiries. • Ensure the leaves are adherent to the company's policy. • Responsible for updating HR service desk IVR with the latest updates. • Identifying product defects, and recommending workarounds, patches, and/or upgrades. • Escalating customer issues through Senior Specialists or Support Manager as needed. • Properly documenting and tracking Employees inquiries and cases. • Develop good understanding of assigned products and their version histories. • Respond within agreed time limits to call-outs outside working hours. • Manage IT related projects and business needs through official IT support channels. • Regular contact with internal customers to solve and follow up their problems and ensure customer satisfaction. • Responsible for new comers' awareness of digitalized and automated tools. • Responsible of daily, weekly & monthly reports of HRSD operation. • Responsible of employee's inquiries regarding reporting lines & performance appraisals. • Responsible for updating internal reach page. • Responsible for solving some technical problems related to HR systems. • High quality of assigned tasks. • Maintain the agreed on SLA for the received calls. • Maintain the agreed on SLA for the assigned cases.

QUALIFICATIONS_ESSENTIAL

University Degree or equivalent

QUALIFICATIONS_DESIRABLE

Full awareness of needed archiving methods  Very good knowledge of all labor law details & implementation  Very good knowledge of all social insurance detail

EXPERIENCE_ESSENTIAL

1-3 years of related experience, preferably in multinationals or big corporations

EXPERIENCE_DESIRABLE

CERTIFICATIONS_ESSENTIAL