Hr service assistant #2024-0311

2 weeks ago

Guelph, Canada University of Guelph Full time
Home Careers @ Guelph Current Opportunities HR Services Assistant HR Services Assistant

Forbes includes U of G Among Canada’s Best Employers
Professional and Managerial Group

HR Services Assistant Human Resources

Temporary full-time from July 1, 2024 to July 1, 2025
Hiring #: 2024-0311

Please read the Application Instructions before applying

The Human Resources department is seeking a motivated individual to join the Total Compensation team. Reporting to the Manager, HR Services, the Service Assistant is accountable for reviewing tickets directed to the Service Associate team and resolving the tickets by sharing Training tools applicable to the problem, or dispersing the ticket to the appropriate Service Associate team member. The Service Assistant would be the first point of contact for many clients, assisting in resolving tickets as quickly as possible for the greater University community who are experiencing issues in regards to payroll, employee data and benefits. Duties include:

  • Be the first point of contact for the Service Associate Team
  • Prioritize incidents and service requests according to defined processes
  • Sort and respond to tickets in the ticketing system
  • Determine the best solution based on the issue and details provided by clients, sharing solutions through internal knowledgebase to resolve ticket
  • Efficiently track and update tickets, ensuring timely resolution of client issues and clear communication with clients regarding the status of their requests
  • Log and document detailed ticket activity until a resolution is complete and the ticket is closed with the client
  • Track and flag potential knowledge base entries for solutions that may be repeatable
  • Walk clients through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide clerical support to the Manager, HR Services and the Service Associate team in various tasks

Requirements:

  • One (1) year of community college in Business Administration or similar field and some related experience, or an equivalent combination of education and experience
  • Excellent verbal and written communication skills, including strong reading comprehension abilities
  • Proficiency within Microsoft Office, particularly Excel
  • Knowledge of Ticketing systems, experience with FootPrints would be an asset
  • Demonstrated ability to exercise sound judgement;
  • Strong customer service focus and solution orientation utilizing written and oral communications
  • Ability to work well under pressure, meet established deadlines and manage multiple priorities;
  • Ability to handle matters requiring high level of diplomacy, sensitivity and confidentiality;
  • Excellent troubleshooting and analytical problem-solving skills
  • Solid understanding of Information Technology and computing systems

Classification P01*
Professional/Managerial Salary Bands

*Tentative evaluation; subject to committee review.

At the University of Guelph, fostering a culture of inclusion is an institutional imperative. The University invites and encourages applications from all qualified individuals, including from groups that are traditionally underrepresented in employment, who may contribute to further diversification of our Institution.

Posting Date: 2024 06 10
Closing Date: 2024 06 17

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