Agoda - People Help Desk Analyst
Requirements
• 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. • 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. • 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. • Experience in a similar position is an advantage. • Any experience / comfortable using HRIS/ticketing tools. • Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.
Responsibilities
• 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.
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