People Help Desk Analyst - Agoda

This role is part of the People Help Desk team, supporting Level 1 service requests from employees. The analyst serves as the first point of contact for inquiries via email, chat, and Zendesk. Responsibilities include managing the help desk queue, diagnosing and categorizing requests, executing routine transactions, and maintaining the knowledge base. The position requires identifying patterns in tickets to recommend process improvements and communicating with empathy to ensure a positive employee experience. The role involves exposure to various HR domains such as HRIS data, onboarding, benefits, and time & attendance.

Provide clear, timely Tier 1 resolutions; triage and escalate to Tier 2 when appropriate.

Manage the Help Desk queue to meet service standards for responsiveness, accuracy, and quality.

Identify, diagnose, categorize, and document requests/incidents; resolve known issues using SOPs and knowledge articles.

Execute routine transactions reliably (e.g., data updates, verifications, information requests) with strong data integrity and confidentiality.

Maintain and improve team knowledge base content to drive self-service and first-reply resolution.

Employee experience mindset: service-oriented, empathetic, and consistent in balancing speed, accuracy, and integrity.

Ownership and initiative: self-starter who follows through, closes loops, and raises improvement ideas with evidence.

Communication: clear, concise English (written and verbal); explains policies in a friendly, practical way.

Quality and detail: high accuracy in data entry, categorization, case notes, and knowledge updates.

Collaboration: team-first approach; keeps stakeholders informed and shares learnings.

Minimum of 1 year experience handling inquiries or requests in a fast-paced environment; familiarity with SOPs. Bachelor’s degree in human resources, Business Administration, or related field. Fluency in English. Experience in a similar position is an advantage.

Review Hiring Process Guidelines before interview. Interview process involves multiple steps.