People Service Desk Advisor

• Minimum experience of 3-5 years in HR Operations, HR Shared Services, or employee service.
• HR Service Delivery models.
• Employee service and user experience.
• Case Management.
• ServiceNow HR Service Delivery or equivalent tools.
• General HR Operations processes (Payroll, Hiring, and Personnel Administration).
• Document management. Knowledge base and self-service.
• SLAs and ticket management.
• High level of English

Our Group is a global reference in low-carbon energy and services. Together with our 96,000 employees, our clients, partners, and stakeholders, we are committed to accelerating the transition to a carbon-neutral economy by reducing energy consumption and developing more environmentally friendly solutions.

At ENGIE, each person plays a key role in accelerating the energy transition.
Make a difference and live a professional experience with purpose. Take on exciting challenges, grow in an innovative environment, and build a career that truly reflects who you are. Join us and be part of the adventure of the century!

We are currently looking for a People Service Desk Advisor for our Madrid headquarters to Ensure the receipt, classification, resolution, or referral of requests related to HR Operations. You will guarantee agile, accurate, and consistent service, promoting first-contact resolution, driving the use of self-service and knowledge tools, and contributing to the fulfillment of service levels, operational efficiency, and the continuous improvement of the employee experience.

• Act as a single point of entry for all requests and inquiries related to HR Operations.
• Receive, register, analyze, classify, and prioritize requests received through the enabled channels.
• Resolve first-level inquiries and incidents related to Payroll, Personnel Administration, Benefits, Talent Acquisition, and other HR Operations services.
• Guarantee professional, consistent, and internal customer-oriented service in all interactions.

• Refer requests to the corresponding specialist teams when necessary, ensuring correct assignment and coordination.
• Perform comprehensive follow-up of cases until their resolution and closure.
• Keep employees and managers informed about the status and progress of their requests.
• Guarantee complete traceability of the actions performed during the management of each case.

• Promote the use of self-service tools, knowledge bases, and digital Human Resources channels.
• Identify opportunities for improvement and updating of the corporate knowledge base.
• Collaborate in the preparation and maintenance of procedures, user guides, FAQs, and support materials.

• Guarantee the quality, consistency, and integrity of the information recorded in the case management tool.
• Contribute to the fulfillment of the SLAs, KPIs, and quality standards defined for the service.
• Identify trends, recurring incidents, and opportunities for simplification, automation, and process improvement.
• Participate in continuous improvement initiatives aimed at increasing operational efficiency and user satisfaction.
• Collaborate in the preparation and monitoring of metrics and reports related to People Service Desk activity

• Collaborate with the Payroll, People Operations, Talent Acquisition, HR Business Partners, and other Human Resources teams to guarantee a coordinated and consistent response.
• Actively contribute to the continuous improvement of the service experience for employees and managers.

• We will provide you with training plans tailored to your needs and interests.
• You will have flexible working hours and a hybrid work system, plus reduced working hours during the summer and on Fridays.
• You will have the opportunity to join our flexible compensation plan (transport card, childcare vouchers, training, restaurant card, health insurance, among others).
• You will be part of a dynamic team where you will truly develop and grow as a professional.
• You will work with a multidisciplinary team that will support you at all times.
• You will be part of a network of more than 100,000 professionals working to create a more sustainable world.

ENGIE is the answer if...

• You are looking for a solid professional project with career growth.
• You value being part of the world's leading independent energy group.
• You want to grow and develop within a dynamic and challenging company.
• If you believe that your work, combined with the effort of the people who make up the company, can and should have a positive impact on the environment.

If you want to be part of an international group, capable of offering a wide variety of job opportunities within a dynamic and promising sector, we look forward to meeting you!