HR Help Desk Analyst

About the role

We are seeking an HR Help Desk Analyst to provide first-level HR support through calls, tickets, and chat, assisting employees with a wide range of HR processes and inquiries. The team supports a global employee population and plays a key role in ensuring accurate, compliant, and timely HR service delivery.

Responsibilities

• Provide HR support via phone, chat, and ticketing systems, managing multiple requests simultaneously.
• Handle inbound calls and ticket-based work, managing a high volume of employee inquiries efficiently
• Answer employee questions related to HR processes, benefits, leave, and policies.
• Process HR transactions end-to-end, including PTO requests, verification letters, and onboarding support.
• Manage and track cases in ServiceNow, ensuring timely resolution and proper documentation.
• Triage and escalate complex or sensitive cases as needed, applying sound judgment and critical thinking.
• Conduct onboarding support sessions for new hires.
• Maintain HR records in the official document repository, ensuring data accuracy and confidentiality.
• Support weekly audits by ensuring all employee documentation is properly filed and compliant.
• Assist with internal and external audit requests, partnering with key stakeholders (e.g., audit lead).
• Handle sensitive employee situations with professionalism, including policy enforcement or eligibility discussions.
• Collaborate with cross-functional HR teams (Benefits, Payroll, HRBPs, etc.) to resolve inquiries.
• Identify opportunities for process improvements and contribute to knowledge base updates.

Requirements

• 1+ years of experience in customer service, HR support, or shared services environment.
• Proven strong customer service skills; ability to handle high-volume, fast-paced work.
• Comfortable managing difficult conversations and pushing back when needed (e.g., policy enforcement).
• Strong critical thinking and analytical skills; able to assess situations beyond standard procedures.
• Must have professional proficiency in English.
• High attention to detail, especially when handling confidential HR data.
• Ability to multitask across calls, tickets, and systems simultaneously.
• Familiarity with ticketing systems (ServiceNow preferred) and HR systems (SAP/SuccessFactors a plus).
• Bachelor's degree in HR, Business, or related field preferred.
• Ability to learn HR processes quickly.
• Prior HR service center experience is a plus.
• Why NTT DATA?

Benefits

Additional Information

NTT DATA is a team of more than 190,000 diverse professionals, operating in more than 50 countries throughout the world. The sectors where we have activities include: telecommunications, finance, industry, utilities, energy, public administration and health. Our mission? Offer technological solutions, business, strategy, development and maintenance of applications, while being a benchmark in consulting. All thanks to the collaboration between teams, the human quality of our people and the fact that we do not conform to what is established, we always seek innovation that brings us closer to the future. Our essence has led us to the forefront of technology, breaking paradigms and providing solutions that truly respond to the needs of each client. Our talent has led us to be one of the top 6 technology companies in the world. Because #Greattech, needs #GreatPeople, like you NTT DATA is looking for high-achieving team players that are quickly adaptable to new challenges and entrepreneurial ventures. We are looking for a HR Help Desk Analyst to work onsite in San Jose, Costa Rida with our global client.

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