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Executive HR Helpdesk

Date: 22-Feb-2021

Location: Noida, South Asia, IN

Company: British Council

HR helpdesk Administrator

Executive HR Helpdesk – HRSS

Pay Band: Pay band 4

Location: BCMS, India

Duration: 31st Jan 2022


Role purpose

To provide the first line of support to British Council employees, delivering quality customer service, issue triage and effective ticket management to ensure that enquiries regarding SAP SuccessFactors processes and data are answered/ addressed timely.

As the front line of HR Services, this role is key in ensuring that British Council employees know where and how to manage processes and that complex issues are assigned to the correct user group.



Organisational /Function overview:

The British Council is undergoing a tremendous amount of change.   Critical to the success of these change programmes is the People and Organization Work Plan.  Under HR’s proposed work plan, there are four key themes, a mixture of supporting transformation and getting the basics right: Culture, Values & leadership; Organisational Design; Building our Global Workforce and Fit for Purpose HR.  


The “Fit for Purpose” HR is a key area of the People and Organisation Change Strategy; its focus is on delivering efficient, effective and appropriate HR services to the British Council worldwide. The early work is also aligned with necessary contributions to various Programmes, mastered people data and the management of a number of key risks.  The critical piece of work will be the acquisition, configuration and rollout of a global HR Information System (HRIS).


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.



•             24*7 operations in Noida (NCR).

•             The role is required to work in team.

•             The overall process size is approximately 70 resources.

•             Operations in three shifts.

•             This is a secured process where access to personal belongings and mobile phones or any other electronic devices is restricted.

•             The placement for this role is based on a comprehensive certification process and clearance of Background checks.


Main opportunities/challenges for this role:

This 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.

Main Accountabilities:


Provide 1st level support to the British Council staff via email, voice, Success factor tool & a mobile application.

Resolve 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.

Other Key skills:

▪              Attention to detail to ensure right resolution of the query.

▪              Problem solving skills associated with an HR Administrative environment.

▪              Good Strong written and verbal communication skills

▪              Basic MS Excel and MS Word skillsMust be a highly motivated self-starter comfortable working in a fast paced environment

▪              Eager to learn and develop troubleshooting and customer service skills

▪              Must have good time and task management skills


Information Security

▪              Read, understand and comply with the information security policies

▪              Raise incident / blow whistle when observe any non compliance to information security policies


Key Relationships:


HR colleagues, particularly operations (systems, analytics and process), Regional and Local HR teams

Process Manager

Assistant Manager

Regional Teams

Noida Shared services teams






Role Requirements:


Other important features or requirements of the job

(e.g. travel, unsocial/evening hours, restrictions on employment etc)

The process may require working in different days of the week.

Long sitting hours

Secured environment i.e. restricted access to mobile phones on floor, limited internet access & constant monitoring of the process on CCTV.

High level of compliance to the agreed process guidelines.

No legal/ criminal case in history


Person Specification:   


English  - Intermediate      




Minimum / essential  




Role Specific Knowledge & Experience


Minimum / essential  


1 year experience in HR department/ HR BPO after successful completion of MBA (HR).   Understanding of Success factors/ C4C tool.            

Intermediate English Communication Skills. (IELTS Band 6.5 and above equivalent)                           

Good Computer (MS office, typing and keyboard handling skills)                

Knowledge of customer service principles and practices  Shortlisting & interview

British Council Behaviours