What are the responsibilities and job description for the HRSC Service Desk Specialist position at Healthcare IT Leaders?
Our East Coast Healthcare client is seeking an HRSC Service Desk Specialist to serve as the first point of contact for employee HR inquiries, providing timely, accurate, and empathetic support through the HR Service Desk. This role resolves Tier 1 inquiries, ensures accurate case documentation, and promotes a positive employee experience through effective use of knowledge resources and service standards. This 6 month contract role will initially be 100% onsite, and then transition to hybrid after the first 3 months.
Key Responsibilities
Healthcare IT Leaders provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Key Responsibilities
- Respond to employee HR inquiries through ServiceNow and other support channels
- Resolve Tier 1 cases using established knowledge articles and standard operating procedures
- Accurately document, categorize, and manage cases
- Escalate inquiries according to defined processes and criteria
- Utilize and provide feedback on knowledge resources to improve self-service content
- Deliver high-quality customer service while meeting SLA and quality expectations
- Participate in training, coaching, and quality review activities
- Experience in customer service, HR support, or a shared services environment
- Strong communication, customer service, and problem-solving skills
- Experience working with case management systems
Healthcare IT Leaders provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.