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Role: ITSM AnalystExp Range: 10-14 YrsLocation : Delhi/PAN IndiaMust-Have 1-2 years of experience as a Help Desk Analyst or other customer support roleProblem solving skills are associated with an HR Administrative environment.The HR helpdesk administrator will be the first point of contact for users of the new SuccessFactors HR system, working as a conduit between employees, managers, Local HR and HR systems teams to ensure that enquiries are managed effectively.SN Responsibility of / Expectations from the RoleResponsibility of / Expectations from the Role1This role will provide critical support to a newly implemented system.It will provide critical support, both to system users (employees and managers) and to support teams (Local HR and HR Systems teams)As a new service function, it will test and improve HR Service Centre processes and will be accountable for excellent customer service responsibilitiesProvide 1st level support to the British Council staff via email, voice, Success factor tool & a mobile application.24*7 operationsResolve or assign HR administration issues raised by the British Council internal staff.Support in creating/ amending various contracts such as Joining, Internal Job Postings, international mobility.Support in creating/ amending positions on the portal.Support in generating country level reports on various HR metrices.Proactively identify and escalate priority issues to the contacts as per the escalation matrix.Follow up with the concerned department/ customers across the globe (110+ countries) to ensure the customer query has been resolved via email or phone within the agreed service levels.Call back customers to update them about the status of their queries.Update required tools (CRM, excel sheets etc.) to record every customer interaction promptly.Develop and maintain positive relations with the British Council staff and HR teams.Support the team in delivering pre recruitment arrangements (includes sorting and shortlisting of applications) to the regional teams/ countries.Learn and support Pre Appointment screening of staff globally.