People Experience Officer - People Helpdesk

About the role

The People Experience Officer – People Helpdesk is the first point of contact for employees seeking assistance on HR‑related matters. You will guide staff through policies, processes and systems, ensuring they receive clear, timely and accurate information.

Key responsibilities

• Respond to employee queries via the helpdesk system with professional and accurate resolutions.
• Tri­age incoming questions and route them to Payroll, HR Administration, Employee Lifecycle, Talent Acquisition or HRIS teams when escalation is required.
• Maintain up‑to‑date knowledge of People policies, processes and systems to provide consistent guidance.
• Update helpdesk FAQs, scripts and response templates to improve clarity and reduce repeat questions.
• Track and record all helpdesk interactions for reporting and trend analysis.
• Identify recurring issues and flag them for process or documentation improvements.
• Support new joiners with People systems, documentation and policy‑related questions during onboarding.
• Ensure confidentiality and compliance with internal governance standards.

Required profile

• 1–3 years of experience in HR support, customer service or a People Experience role.
• Strong communication skills with the ability to simplify information for employees.
• Comfortable handling multiple queries simultaneously.
• Basic understanding of HR processes and employee lifecycle stages.

Required skills

• Experience with helpdesk ticketing systems.
• Familiarity with HRIS tools and HR platforms.