HR Service Desk Analyst

Human Resources

Job Reference

4505

Function

Human Resources

Category

Business Professionals

Location

Warsaw, Poland

The role

THE OPPORTUNITY

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. 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 Transfer

ABOUT YOU 

  • Previous experience within a customer service role 
  • Previous experience within an HR/payroll/finance/ c 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 and business service professionals 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.
 

OUR VALUES

In everything we do connected with our People, our Clients and our Communities, we live by these values:

  • Be Supportive – we are compassionate and inclusive, valuing diversity and acting thoughtfully
  • Be Collaborative – we are proactive, passionate team players investing in our relationships
  • Be Bold – we are fearless and inquisitive, challenging ourselves to think big and find creative new solutions
  • Be Exceptional – we are strategic and driven, exceeding standards and expectations

DIVERSITY AND INCLUSION

At DLA Piper, diversity and inclusion underpins how we live our values and everything we do. We believe that everyone has a voice, and that everyone’s voice counts. We know that the rich diversity across our firm makes us stronger, more innovative and creative, which helps us to better serve our clients and communities. We are committed to providing an inclusive working environment and culture across our global firm, where everyone can bring their authentic self to work.

Diversity of perspective, thought, background and culture combine to make us the leading global law firm; that’s why we actively seek to build balanced teams. We welcome the unique contribution that you will bring to our firm and actively encourage applications from all talented people – however your talent is packaged, whatever your background or circumstance and regardless of how you identify.
 

HYBRID 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 and where relevant, 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 work-related references.