Employee Service Centre Specialist (Hybrid - Northern Ireland) in Londonderry

Organizations across the globe rely on OneSource Virtual for Workday services, support, optimization, and consulting. We create solutions built on the Workday application that empower customers to become strategic HR organizations, then scale with them as they grow. To date, OneSource Virtual offers HR outsourcing, IT outsourcing, application optimization, and consulting services to 500+ customers that represent more than 35 percent of Workday’s customer base.

This is a hybrid position and requires you to go into the office once a week at a minimum. The office is located on Patrick Street in Derry.

Position Summary/Objective

In this role, you would be supporting the US Benefits & Employee Services Team using Workday and Salesforce ticketing technologies. This position is within the EMEA Help Desk team providing support for English speaking clients with their Workday system. You need to have experience in both Computer & Communications technologies developed and enhanced in the Information Technology and Call Centre Industries.

Essential Functions/Duties/Responsibilities

• Provide professional and timely service to internal and external customers
• Effective communication skills via email
• Provide Workday platform navigation and access assistance to contact centre requests
• Support team goals for performance metrics and service level agreement statistics for all cases (written and verbal)
• Escalation of service delivery issues to on site Lead and Corporate contacts as appropriate
• Participate in ongoing training relative to the functional area
• Form strong partnerships within the department and organization
• Identify and document areas of improvement or innovation through process change or automation
• Meets or exceeds all performance standards
• Assumes other duties as assigned by Manager

Competencies

• Related working experience in a customer service or helpdesk related role
• Keenness and willingness to learn basic Employee Self Service functionality for Workday platform
• Must value and promote team spirit, have outstanding interpersonal skills and exhibit professionalism within the workplace
• Maintain punctuality and adherence to set schedule with extra hours as needed
• Ability to cope in fast-paced, demanding environment and manage sensitive, confidential issues
• Analytical skills; strong research and follow up skills
• Ability to multi-task
• Professional communication skills
• Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc.)
• Ability to work independently and as part of a team
• Must be willing to adapt and display positive attitude

Supervisory Responsibility

This role has no supervisory responsibility and reports to the Global Help Desk Lead.

Qualifications and Experience

• 2+ years of administration experience
• Excellent communication skills both written and verbally in English
• Intermediate Excel experience
• Advanced Proficiency in Microsoft Office
• Ability to prioritize tasks

Preferred Skills

• Experience in Employee Benefits
• Call Center experience
• Workday and/or Salesforce experience

Due to the nature of our business, the customer undertakings we provide, and the sensitive data we manage, we operate detailed background checks for all successful candidates which include a credit reference and basic criminal record check amongst educational and employment checks.