Specialist 2 – Hr service Desk, HR Shared Services, IFS

Overview

Specialist role in PwC's HR Shared Services (Internal Firm Services) focused on handling HR service desk queries and resolving employee inquiries in line with HR policies and SLAs.

What you'll do

• Address HC queries raised through the query management tool, including online chat, e-mail or call (if applicable).
• Record all responses and update FAQs for on-the-spot resolution.
• Resolve queries within agreed SLA and publish individual reports on volume handled and SLAs achieved.
• Record and track queries received and follow through to ensure each query is resolved within agreed SLA.
• Manage end-to-end query resolution, including acknowledging, tracking, resolving, routing and redirecting queries.
• Escalate unresolved queries to the next level of support.
• Collaborate with other HC Teams wherever required to resolve queries.
• Keep the concerned employee informed of expected completion date, including when the item is escalated for further action.
• Accurately collect query details and employee data.
• Provide general information to employees on policies and procedures and answer questions based on FAQs.
• Ensure query resolution is of high quality and that responses are accurate, relevant and easy to understand.
• Document unique instances to build a repository of standard responses or FAQ answers in a central repository.
• Refer to HC policies and processes by performing regular walkthroughs to identify general issues or queries and associated responses.
• Keep up to date with new HC processes and policies.
• Regularly upgrade technical knowledge on the query management tool being used.

What you'll need

• 2-4 years of experience.
• Mandatory skill sets: HR operations, HR service desk, HC shared services, ServiceNow helpdesk.
• Education qualification: B.Com, BBA, MBA, M.Com or PGDM.

Nice to have

• Preferred skill sets: Human capital, Human resource.

Details

• Employment is in Gurugram (Novus Tower).
• Visa sponsorship: not offered.
• Government clearance: not required.
• Job posting end date: October 8, 2026.