# People Help Desk Analyst

**Company**: Agoda
**Location**: Bangkok
**Category**: Human Resources
**Industry**: Hospitality

**Apply**: https://job-boards.greenhouse.io/agoda/jobs/8210580?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a3656835-c2a

## Description

This role will be part of the People Help Desk team, supporting Level 1 service requests from Agodans. The successful candidate will have an opportunity to gain hands-on experience across a wide range of HR domains and help enhance our service desk.

Responsibilities:

- Be the first point of contact for People-related inquiries and requests across multiple channels (email, chat, Zendesk, self-service, automations).

- Gain hands-on exposure across People/HR domains (e.g., HRIS data, onboarding, benefits, time & attendance, mobility, policies, general inquiries).

- Contribute to a service culture that balances speed, accuracy, and empathy to improve the day-to-day experience of Agodans.

In This Role, You’ll Get To:

- Provide clear, timely Tier 1 resolutions; triage and escalate to Tier 2 when appropriate.

- Manage the Help Desk queue to meet service standards for responsiveness, accuracy, and quality.

- Identify, diagnose, categorize, and document requests/incidents; resolve known issues using SOPs and knowledge articles.

- Execute routine transactions reliably (e.g., data updates, verifications, information requests) with strong data integrity and confidentiality.

- Maintain and improve team knowledge base content to drive self-service and first-reply resolution.

- Spot patterns and trends in tickets; partner with subject matter experts to recommend process, policy, or tooling improvements.

- Communicate with empathy and professionalism, ensuring a positive employee experience in every interaction.

What You’ll Need to Succeed:

- Employee experience mindset: service-oriented, empathetic, and consistent in balancing speed, accuracy, and integrity.

- Ownership and initiative: self-starter who follows through, closes loops, and raises improvement ideas with evidence.

- Communication: clear, concise English (written and verbal); explains policies in a friendly, practical way.

- Quality and detail: high accuracy in data entry, categorization, case notes, and knowledge updates.

- Collaboration: team-first approach; keeps stakeholders informed and shares learnings.

- Problem solving and analysis:

- Pattern recognition: connect recurring themes across tickets, data, and workflows.

- Perceptive judgment: ask clarifying questions, identify root causes, and distinguish policy, process, and system issues.

- Structured thinking: break problems into steps, apply SOPs, and document outcomes for reuse.

It’s Great If You Have:

- Minimum of 1 year experience handling inquiries or requests in a fast-paced environment; familiarity with SOPs.

- Bachelor's degree in human resources, Business Administration, or related field.

- Fluency in English, and Thai.

- Experience in a similar position is an advantage.

- Any experience / comfortable using HRIS/ticketing tools.

## Skills

### Required
- HRIS data
- onboarding
- benefits
- time & attendance
- mobility
- policies
- Zendesk
- self-service
- automations
- English
- Thai

### Nice to have
- Experience in a similar position
- comfortable using HRIS/ticketing tools

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/agoda/jobs/8210580?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)