HR Service Desk Analyst

Human Resources

HR Service Desk Analyst

The HR Service Desk 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.

Key areas of responsibility

• 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.
• 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.

About you

• Previous experience within a customer service role.
• Previous experience within an HR/payroll/finance Service centre environment is desirable.
• Excellent communication and customer service skills.
• The ability to work within a team.
• Numerate and methodical.
• The ability to multitask and work under pressure.
• Experience of using HR CRM technology, ServiceNow would be desirable.

About us

DLA Piper is a global law firm with lawyers located in more than 40 countries throughout the Americas, Europe, the Middle East, Africa and Asia Pacific. Our global reach ensures that we can help businesses with their legal needs anywhere in the world.

We strive to be the leading global business law firm by delivering quality, service excellence and value to our clients and offering practical and innovative legal solutions to help them succeed. Our clients range from multinational, Global 1000, and Fortune 500 enterprises to emerging companies developing industry-leading technologies, as well as government and public sector bodies.

Agile Working

We recognise that people have responsibilities and interests outside of their career and that as a business, we all benefit from working flexibly. That’s why we are open to discussing with candidates the different ways in which we are able to support requests for agile working arrangements.

Pre-Engagement Screening

In the event that we make an offer to you, and where local legislation permits, we will conduct pre-engagement screening checks that may include but are not limited to your professional and academic qualifications, your eligibility to work in the relevant jurisdiction, any criminal records, your financial stability, and references from previous employers.