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Workforce Experience Specialist - People Helpdesk
About this role
The role is for a Workforce Experience Specialist in the People Helpdesk at Moniepoint. It involves being the first point of contact for staff seeking support on people-related matters and guiding them through policies, processes and systems. The position works closely with other People Operations teams to ensure queries are resolved efficiently and routed appropriately. It aims to reinforce trust in the People Team by providing clear, timely and accurate responses and maintaining knowledge resources. The job reports to the Team Lead, People Help Desk and supports onboarding and day-to-day People Operations activities.
What you would do
- Respond to employee queries via the helpdesk system with professional and timely resolutions.
- Triage and route escalated questions to appropriate HR teams or HRIS.
- Maintain up-to-date knowledge of policies, processes and systems to ensure reliable guidance.
- Update helpdesk FAQs, scripts and response templates to reduce repeat questions.
- Track and record all helpdesk interactions for reporting and trend analysis.
- Identify recurring issues and flag for potential process or documentation improvements.
- Assist new joiners with onboarding-related questions and system usage.
- Maintain documentation and knowledge base so employees can self-serve.
- Ensure confidentiality and compliance with governance standards in all interactions.
- Provide general administrative support to People Operations during peak periods.
What they are asking for
- 1–3 years of experience in HR support, customer service, or a People Operations role.
- Strong communication skills with ability to simplify information for employees.
- Experience with helpdesk or ticketing systems and HR platforms.
- Good organisational skills and ability to handle multiple queries simultaneously.
- Basic understanding of HR processes and employee lifecycle stages.
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