Employee Service Centre Specialist (Hybrid - Northern Ireland)

Position Summary

OneSource Virtual (OSV) is offering a 12 month fixed, hybrid contract position based in Derry, with office requirement at least once a week. The role is part of the EMEA Help Desk team, supporting the US Benefits & Employee Services Team through Workday and Salesforce ticketing to English speaking clients.

Essential Functions / Duties / Responsibilities

• Provide professional and timely service to internal and external customers.
• Communicate effectively via email.
• Assist with Workday platform navigation and access for contact centre requests.
• Track and support team performance metrics and service level agreement statistics for all cases (written and verbal).
• Escalate service delivery issues to on site Lead and Corporate contacts as appropriate.
• Participate in ongoing training related to the functional area.
• Develop strong partnerships within the department and organization.
• Identify and document improvement or innovation opportunities through process change or automation.
• Meet or exceed all performance standards.
• Assume additional duties as assigned by the Manager.

Competencies

• Experience in a customer service or help desk role.
• Willingness to learn basic Employee Self Service functionality for Workday.
• Strong team spirit, professionalism, and interpersonal skills.
• Punctuality and adherence to scheduled hours, including extra hours when needed.
• Ability to thrive in a fast paced, demanding environment while handling sensitive, confidential issues.
• Analytical and research skills with strong follow up.
• Multitasking capability and professional communication.
• Proficiency in Microsoft Office, Outlook, HRIS, and general PC skills.
• Independence and teamwork orientation.
• Positive attitude and adaptability.

Qualifications & Experience

• Minimum 2years of administration experience.
• Excellent written and verbal communication in English.
• Intermediate Excel proficiency.
• Advanced proficiency in Microsoft Office.
• Strong prioritization skills.
• Preferred: Experience in Employee Benefits Call Center, Workday and/or Salesforce experience.

Supervisory Responsibility

This role has no supervisory responsibility and reports to the Global Help Desk Lead.

Background Checks

Successful candidates will undergo background checks including credit reference, basic criminal record check, educational and employment verification. Employment decisions consider all relevant information, including the background check outcome.