• Respond to employee queries through the helpdesk system, ensuring professional, accurate, and timely resolutions. • Triage incoming questions and route them to Payroll, HR Admin, Lifecycle, Talent Acquisition, or HRIS teams when escalation is required. • Maintain up-to-date knowledge of People policies, processes, and systems to provide consistent and reliable guidance. • Update and maintain helpdesk FAQs, scripts, and response templates to improve clarity and reduce repeat questions. • Track and record all helpdesk interactions, ensuring data accuracy for reporting and trend analysis. • Identify recurring issues or patterns and flag them to the Lead, People Helpdesk for possible process or documentation improvements. • Support new joiners by assisting them with People systems, documentation, and policy-related questions during their onboarding period. • Help maintain documentation and knowledge base content so employees can self-serve where appropriate. • Ensure interactions uphold confidentiality and follow internal governance standards. • Provide general administrative support to People Experience during peak periods.

• Provide help desk technical support focused on ensuring high availability and performance of platforms. • Handle remote ticket support, diagnosing and resolving technical issues promptly. • Create, update and maintain technical procedures and the department's knowledge base. • Stay up to date with operational procedures by participating in meetings, training sessions and certifications.

• Serve as a trusted advisor to Workday customers and prospects • Lead technology solutioning for high-stakes opportunities • Act as a strategic advisor to C-Suite stakeholders • Develop solution maps that define data flow and architectural "actuals" • Collaborate with core/specialized AEs and Value Management to ensure a unified customer experience • Educate customers on the state of AI and its applications

Role Description The Helpdesk Support Specialist is pivotal in providing first-level technical support, ensuring high customer satisfaction by promptly resolving issues and troubleshooting systems using the Service Cloud (Salesforce). This role is essential in addressing primary technical concerns, with opportunities to escalate more complex issues. Key duties include: - Provide Level 1 support via the Service Cloud ticketing system and phone (Salesforce preferred), resolving basic technical issues efficiently. - Escalate unresolved issues to Level 2 support, ensuring a smooth transition and resolution process. - Document all customer interactions and technical issues meticulously in the Service Cloud system. - Assist in the creation and updating of knowledgebase articles and troubleshooting documents to improve support resources. - Communicate effectively with internal teams to maintain seamless support delivery and customer satisfaction. - Monitor key metrics and KPIs to track performance, identifying areas for improvement and implementing relevant strategies. - Engage in internal training programs to enhance skills and contribute to team development. Qualifications - Associate degree in a technology-related field or equivalent experience. - Experience with Service Cloud (Salesforce preferred) or similar ticketing systems. - Experience documenting processes and procedures. - Basic understanding of Windows Operating Systems, general networking, and basic troubleshooting techniques. - Ability to quickly learn new technologies and adapt to a fast-paced environment. - Prior experience in customer service or technical support is preferred. Requirements - Strong communication skills, both written and verbal, are essential for effectively interacting with customers and internal teams. - Adaptability and a proactive problem-solving attitude enable quick learning of new technologies. - Team collaboration is crucial, as the role involves working alongside colleagues in joint projects. - Customer-focused mindset, leveraging customer service experience to build relationships. - Takes responsibility and drives projects forward with a strong sense of accountability. Benefits - Join a powerful tech workforce and help us change the world through technology. - Professional development opportunities with international customers. - Collaborative work environment. - Career path and mentorship programs that will lead to new levels.