Junior HR Service Desk Analyst

The HR Service Desk Junior 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 Transfers.

About you

• Excellent communication and customer service skills.
• The ability to work within a team.
• Numerate and methodical.
• The ability to multitask and work under pressure.

About us

We're a global law firm helping our clients achieve their goals wherever they do business. Our pursuit of innovation has transformed our delivery of legal services. With offices in the Americas, Europe, the Middle East, Africa and Asia Pacific, we deliver exceptional outcomes on cross-border projects, critical transactions and high-stakes disputes.