HR Support Executive

HR Helpdesk Specialist — Keka App Support (HR Support Executive) Location: Onsite [Whitefield, Bangalore] Type: Full‑time Reports to: HR Manager Hours: Business‑hours desk coverage [10AM-7PM]
Role Overview Own the Keka app helpdesk for our employees. Review tickets, meet employees in person to resolve issues, and drive fast, accurate closure with clear updates throughout.
What you’ll do

• Monitor the Keka Helpdesk (web & mobile); triage, prioritize, and pick up tickets.
• Address issues face‑to‑face at the HR desk/floor walks (login/access, leave & attendance, payroll queries, letters, onboarding/offboarding).
• Send quick acknowledgements, give ETAs, and keep employees informed until resolution.
• Collaborate with Payroll, IT, Admin, and managers to fix cross‑functional issues; follow through to closure.
• Close tickets with correct reasons (Resolved, Transferred, Duplicate, Invalid, No Response) and clean notes for reporting.
• Maintain helpdesk setup—categories, forms, canned replies, FAQs—and improve where needed.
• Educate employees on using the Keka app and self‑service; run short desk‑side walkthroughs.
• Track recurring issues and suggest simple policy/process or KB fixes to reduce repeat tickets.

• Bachelor’s degree or equivalent experience; 0–3 years in HR Ops/Support/Shared Services (strong freshers welcome).
• Hands‑on with HRMS; Keka experience preferred.
• Excellent face‑to‑face and written communication; empathetic, service‑first attitude.
• High attention to detail, confidentiality, and queue management across multiple tickets.
• Comfortable working onsite with consistent desk coverage.
• Success looks like>95% SLA compliance, low reopened rate, shrinking backlog.
• Clear documentation and consistent closing reasons.
• Positive employee CSAT and quick time‑to‑resolution.