HR Service Desk Analyst

2 tygodni temu

Warsaw, Polska DLA Piper Pełny etat
The role

THE OPPORTUNITY

The HR Service Desk Analyst works within our HR Service Desk Team as the first point of contact for all Partners and Employees, responding to HR enquiries and requests via various customer channels including email, employee portal, telephony, and chat (when technologies permit). You will carry out all tasks within specified time scales in order to meet our Service Level Agreements, follow departmental procedures, and ensure all interactions are accurately logged within our HR Case Management (CRM) system for audit, compliance, and quality purposes.
You will ensure that the customer experience is outstanding by delivering excellent customer service; managing all queries positively, efficiently, and accurately; maintaining data protection; handling sensitive and confidential information appropriately; and working closely with internal teams and departments to secure the right resolution for our Partners and Employees. In some instances, you may be required to deal with customers external to DLA Piper, such as former employees, recruitment agencies, and third-party suppliers.

The HR Service Desk team supports Europe, the Middle East, South Africa, Morocco, and Asia. We are currently working on expanding its global reach and processes.

MAIN DUTIES AND RESPONSIBILITIES 

  • Responsible for dealing effectively with queries from Partner and Employee populations via various customer channels.
  • At all times conveying a professional and efficient attitude following customer service standards.
  • Sign post and help educate the business on how they can navigate to/access on-demand (self-serve) HR knowledge and content.
  • To accurately resolve as many, if not all, queries as possible during the first initial contact.
  • Interact with various HR teams and escalate cases where appropriate as per the escalation guidelines/ways of working
  • To be proactive to customer needs and actively participate in customer service improvement activities and initiatives.
  • To understand and work towards achieving standards set within the Service Level Agreements (SLA) and GSC Key Performance Indicator (KPI) requirements.
  • To provide clear, concise and accurate information to Partner and Employee populations ensuring that all interactions are accurately logged within the HR CRM system.
  • Support other internal departments in achieving their KPI’s in respect of query resolutions.
  • To construct suitable responses to queries from Partner and Employee populations at varying levels
  • To attend and actively participate in all training required
  • Flexibly process multiple enquiries across multiple customer channels.
  • Adherence to company internal policies and controls including guidelines laid out under the GDPR
  • Make recommendations for improvements to Tier 0 (HR portal content) areas where required
  • Maintain a basic awareness of statutory regulations in supported countries.
  • Participation in Knowledge Transfer

ABOUT YOU 

  • Previous experience within a customer service role 
  • Previous experience within an HR/payroll/finance/ c Service centre environment is desirable 
  • Excellent communication and customer service skills 
  • The ability to work within a team 
  • Numerate and methodical 
  • The ability to multitask and work under pressure 
  • Experience of using HR CRM technology, ServiceNow would be desirable

ABOUT US

DLA Piper is a global law firm with lawyers and business service professionals located in more than 40 countries throughout the Americas, Europe, the Middle East, Africa and Asia Pacific. Our global reach ensures that we can help businesses with their legal needs anywhere in the world. We strive to be the leading global business law firm by delivering quality, service excellence and value to our clients and offering practical and innovative legal solutions to help them succeed. Our clients range from multinational, Global 1000, and Fortune 500 enterprises to emerging companies developing industry-leading technologies, as well as government and public sector bodies.
 

OUR VALUES

In everything we do connected with our People, our Clients and our Communities, we live by these values:

  • Be Supportive – we are compassionate and inclusive, valuing diversity and acting thoughtfully
  • Be Collaborative – we are proactive, passionate team players investing in our relationships
  • Be Bold – we are fearless and inquisitive, challenging ourselves to think big and find creative new solutions
  • Be Exceptional – we are strategic and driven, exceeding standards and expectations

DIVERSITY AND INCLUSION

At DLA Piper, diversity and inclusion underpins how we live our values and everything we do. We believe that everyone has a voice, and that everyone’s voice counts. We know that the rich diversity across our firm makes us stronger, more innovative and creative, which helps us to better serve our clients and communities. We are committed to providing an inclusive working environment and culture across our global firm, where everyone can bring their authentic self to work.

Diversity of perspective, thought, background and culture combine to make us the leading global law firm; that’s why we actively seek to build balanced teams. We welcome the unique contribution that you will bring to our firm and actively encourage applications from all talented people – however your talent is packaged, whatever your background or circumstance and regardless of how you identify.
 

HYBRID WORKING

We recognise that people have responsibilities and interests outside of their career and that as a business, we all benefit from working flexibly. That’s why we are open to discussing with candidates the different ways in which we are able to support requests for agile working arrangements.
 

PRE-ENGAGEMENT SCREENING

In the event that we make an offer to you, and where local legislation permits and where relevant, we will conduct pre-engagement screening checks that may include but are not limited to your professional and academic qualifications, your eligibility to work in the relevant jurisdiction, any criminal records, your financial stability and work-related references.

4505 | Poland | WarsawApply

  • Service Desk Analyst

    1 tydzień temu

    Warsaw, Polska PROFESSNET USŁUGI INFORMATYCZNE SP Z O O Pełny etat

    technologies-expected : ServiceNow Microsoft Azure Zabbix Dynatrace Prometheus about-project : We're excited to offer an opportunity for a passionate and knowledgeable ITIL ServiceDesk Analyst (1st line) to impact our dynamic IT environment. In this pivotal role, you'll join our vibrant team to resolve and manage IT issues efficiently, leveraging the...

  • Specjalista Service Desk

    4 tygodni temu

    Warsaw, Polska ABC 4 Brands sp. z o.o. Pełny etat

    Do zespołu rozwijającego naszą aplikację poszukujemy osoby na stanowisko - Specjalista Service Desk. Twój zakres obowiązków: Bieżąca obsługa systemu Administracja systemem Rozwiązywanie podstawowych problemów użytkowników Nasze wymagania: Znajomość MS Excel na poziomie średnio zaawansowanym - warunek konieczny / weryfikacja w trakcie...

  • Manager IT Service Desk

    2 tygodni temu

    Warsaw, Polska VOSS Automotive Polska Sp. z o.o. Pełny etat

    Manager IT Service Desk Miejsce pracy: Nowa Wieś Legnicka (pow. legnicki) Technologie, których używamy System operacyjny WindowsO projekcie Jako Manager IT Service Desk będziesz odpowiedzialny za zarządzanie i rozwijanie zespołu IT Service Desk, który jest pierwszym punktem kontaktu dla wszystkich zgłoszeń IT i incydentów od pracowników naszej...

  • IT Service Desk

    2 tygodni temu

    Warsaw, Polska Knowit Poland sp. z o.o. Pełny etat

    technologies-expected :Windows ServerMS Officetechnologies-optional :iOSAndroidJiraConfluenceGoogle ChromeMicrosoft EdgeAnyDeskServiceNowTeamViewerMicrosoft Remote DesktopZendeskPowerShellBashPythonVMwareAWSabout-project :Do nowego projektu poszukujemy osób, które dołączą do nas na stanowisko IT Service Desk i zaopiekują się obowiązkami związanymi z...

  • IT Service Desk Operator

    2 tygodni temu

    Warsaw, Polska DCG Pełny etat

    IT Service Desk Operator - 1st Level Support Miejsce pracy: Warszawa Technologie u pracodawcy Wymagane Windows ServerAndroidiOSSystem operacyjny WindowsTwój zakres obowiązków Provide information and guidance to users on IT services provided, hardware and software used, IT security.Handling incident reports from the following areas - hardware and/or...

  • IT Service Desk Team Lead

    2 miesięcy temu

    Warsaw, Polska HTH Recruitment Pełny etat

    IT Service Desk Team Leader About the Job:For one of the leading retail companies, we are seeking an IT Service Desk Team Leader to join our team in Warsaw and help us build the best-in-class global IT function that is technologically sound, future-proof, and can react quickly to ever-changing demands!We are looking for an effective and experienced team...

  • IT Service Desk Team Lead

    4 tygodni temu

    Warsaw, Polska HTH Recruitment Pełny etat

    IT Service Desk Team Leader About the Job:For one of the leading retail companies, we are seeking an IT Service Desk Team Leader to join our team in Warsaw and help us build the best-in-class global IT function that is technologically sound, future-proof, and can react quickly to ever-changing demands!We are looking for an effective and experienced team...

  • IT Service Desk Consultant

    2 miesięcy temu

    Warsaw, Polska OMNIIQ PROSTA S.A. Pełny etat

    technologies-expected : Active Directory responsibilities : As a Service Desk Agent, your mission is to deliver exceptional technical support in our client, ensuring the smooth functioning of their IT systems. You will play a pivotal role in providing assistance to end-users, troubleshooting technical issues, and maintaining a high level of customer...

  • Senior IT Service Desk specialist

    4 tygodni temu

    Warsaw, Polska HTH Recruitment Pełny etat

    Senior IT Service Desk Specialist We are seeking a dedicated and experienced Senior IT Service Desk Specialist who will provide exceptional hardware and software support to employees. As a Senior IT Service Desk Specialist, you will play a crucial role in managing escalated user queries, offering guidance and solutions for hardware and software issues, and...

  • Senior IT Service Desk specialist

    1 miesiąc temu

    Warsaw, Polska HTH Recruitment Pełny etat

    Senior IT Service Desk Specialist We are seeking a dedicated and experienced Senior IT Service Desk Specialist to the team to provide exceptional hardware and software support to employees. As a Senior IT Service Desk Specialist, you will play a crucial role in managing escalated user queries, offering guidance and solutions for hardware and software...

  • Senior IT Service Desk specialist

    2 miesięcy temu

    Warsaw, Polska HTH Recruitment Pełny etat

    Senior IT Service Desk Specialist We are seeking a dedicated and experienced Senior IT Service Desk Specialist who will provide exceptional hardware and software support to employees. As a Senior IT Service Desk Specialist, you will play a crucial role in managing escalated user queries, offering guidance and solutions for hardware and software issues, and...

  • Senior IT Service Desk specialist

    4 tygodni temu

    Warsaw, Polska HTH Recruitment Pełny etat

    Senior IT Service Desk Specialist We are seeking a dedicated and experienced Senior IT Service Desk Specialist to the team to provide exceptional hardware and software support to employees. As a Senior IT Service Desk Specialist, you will play a crucial role in managing escalated user queries, offering guidance and solutions for hardware and software...

  • Service Desk Analyst with Italian

    1 miesiąc temu

    Warsaw, Polska TATA CONSULTANCY SERVICES LIMITED S.A. ODDZIAŁ W POLSCE Pełny etat

    Operating system, Windows Your responsibilities, Assisting users over the telephone with their reported tickets, Handling and documenting all incoming requests or incidents within the contractually agreed timeframes (Response SLA) in ServiceNow ticketing tool, Owning the ticket throughout its life cycle and ensuring that all relevant information is captured...

  • Service Desk Analyst with Italian

    4 tygodni temu

    Warsaw, Polska TATA CONSULTANCY SERVICES LIMITED S.A. ODDZIAŁ W POLSCE Pełny etat

    Operating system, Windows Your responsibilities, Assisting users over the telephone with their reported tickets, Handling and documenting all incoming requests or incidents within the contractually agreed timeframes (Response SLA) in ServiceNow ticketing tool, Owning the ticket throughout its life cycle and ensuring that all relevant information is captured...

  • Service Desk Analyst with Italian

    2 tygodni temu

    Warsaw, Polska TATA CONSULTANCY SERVICES LIMITED S.A. ODDZIAŁ W POLSCE Pełny etat

    Operating system, WindowsYour responsibilities, Assisting users over the telephone with their reported tickets, Handling and documenting all incoming requests or incidents within the contractually agreed timeframes (Response SLA) in ServiceNow ticketing tool, Owning the ticket throughout its life cycle and ensuring that all relevant information is captured...

  • Service Desk Specialist with German and English

    2 tygodni temu

    Warsaw, Polska Randstad Polska Sp. z o.o. Pełny etat

    Service Desk Specialist with German and English Miejsce pracy: Warszawa Rekrutujemy dla Posługujesz się biegle językiem niemieckim? Sprawnie komunikujesz się w języku angielskim? Posiadasz doświadczenie zdobyte na podobnym stanowisku? Mamy pracę dla Ciebie na stanowisku Service Desk Specialist with German and English w organizacji specjalizującej...

  • Specjalista IT Service Desk

    2 tygodni temu

    Warsaw, Polska Tarchomińskie Zakłady Farmaceutyczne "Polfa" Spółka Akcyjna Pełny etat

    Specjalista IT Service Desk Miejsce pracy: Warszawa Technologie, których używamy Wymagane JiraSCCMIntuneTwój zakres obowiązków Współpraca przy instalacji i konfiguracji nowych i istniejących elementów sieci, tj. serwery, koncentratory, przełączniki, routery, mosty, modemy, szafy krosownicze, itp.,Przyjmowanie i obsługa zgłoszeń serwisowych w...

  • HR Data Analyst

    4 tygodni temu

    Warsaw, Poland Evolution Pełny etat

    Company DescriptionEvolution is a world-leading innovator in product development and advanced IT solutions for online casinos.We are a multinational B2B product and service provider with an extensive track record of number 1s and are always looking for great people to help us create the next big product hit. Founded in 2006, we’ve grown to a diverse group...

  • HR Data Analyst

    4 tygodni temu

    Warsaw, Poland Evolution Pełny etat

    Company DescriptionEvolution is a world-leading innovator in product development and advanced IT solutions for online casinos.We are a multinational B2B product and service provider with an extensive track record of number 1s and are always looking for great people to help us create the next big product hit. Founded in 2006, we’ve grown to a diverse group...

  • Service Desk Specialist with German

    6 dni temu

    Warsaw, Polska HRK S.A. Pełny etat

    Service Desk Specialist with German Miejsce pracy: Warszawa Twój zakres obowiązków Przetwarzanie i monitorowanie zgłoszeń usług IT i problemów przy użyciu systemu ServiceNow oraz telefonicznie, Rozwiązywanie problemów zgodnie z procedurami operacyjnymi, Odpowiadanie na zapytania z zakresu: Office 365, Microsoft Client Operating System, Active...