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15.03.2019, Ref.#: HRS-HDL
★★★★★ HR Services Help Desk Lead, GfK Bulgaria, Market Research Institute
Месторабота София, бул. Цариградско шосе №47А (виж карта); Постоянна работа; Пълно работно време
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HR Services Help Desk Lead
Having choices is what makes life exciting. Make your choice today and take your future into your own hands. We value skills and talents, and will support your development within our international teams.
GfK makes your choice easy as we offer an exciting work environment that brings people together and encourages an entrepreneurial and innovative spirit. As a trusted leader in market research present in over 100 countries, we know what makes consumers’ hearts beat—globally and locally. We work on projects for successful companies in virtually every major industry.

Now we have the pleasure to invite you to join our HR team as a:

HR Services Help Desk Lead

Purpose of the Role:

The Global HR Services Help Desk has been established as being a single point of contact to support employees, managers and local HRs on all employee related inquiries, requests and escalations related to Workday and HR processes. This includes also support with new technology, maintaining a knowledge base, enhancement of employee programs, support of HR initiatives, acquisitions, divestitures, audits, implementation and support of policies and procedures. In addition, the HR Service Desk Lead should be able to identify trends, process improvements and system needs by analyzing the incoming inquiries.

Key objectives of the role:
  • Manages the HR Service Desk team of HR Services Specialists, ensuring the delivery of services while meeting SLA’s and measuring KPI’s
  • Builds a results driven team, responsible for team readiness and manages performance
  • Management of knowledge base and training
  • Managing escalations as part of case management by engaging partners in HR to troubleshoot
  • Partners internally to support HR initiatives such as system implementations/upgrades, policy and procedure changes, etc.
  • Supports HR Services employee communications and development of intranet content for HR Services subject matters
  • Identifies and raise issues to HR Services & Digital Solutions team to achieve better efficiency for HR tasks
  • Member of project team to develop requirements and implementation of Service Levels as well as KPIs
  • Member of project team responsible to develop and implement a case management tool

Knowledge and experience required:
  • University degree in Human Resources, Business Administration or other related area
  • Minimum 3 years of relevant experience
  • Experience in business process design and roll out
  • Experience in working in multicultural environment
  • Broad HR background
  • Excellent people management skills - motivates and inspires others
  • Self-driven and responsible personality with ability to adhere to deadlines
  • Customer oriented, able to build productive relationships
  • Excellent communion and influencing skills
  • Strong organizational and problem-solving skills
  • Excellent command of English language – both written and spoken (C1)
  • Proficiency with MS Office suite
  • Second foreign language is a plus
  • Workday Experience is a plus

Be welcome to send us your up to date CV in English and we will offer in return:
  • Global know-how in a world class, pioneer market research organization
  • Initial and ongoing trainings to support your development
  • Opportunities for personal and professional growth
  • Ambitious and motivated work environment
  • Competitive remuneration and bonus scheme linked to individual performance and company results
  • 3 additional non-working days annually
  • Food vouchers
  • Access to cutting edge technologies
  • Health insurance
  • Discount program with external vendors
  • Eco friendly travellers are welcome to the office – parking places for bikers and free card for public transportation are available to all employees
  • Variety of sport activities such as football and traditional Bulgarian dances
  • Last but not least – GfK Sofia office is located close to the city centre and easily accessible from any point by public transportation – 47A Tsarisgradsko Shose Blvd

Apply if you are ready to start the conversation, so we can put the wheels in motion!

All documents will be treated in the strictest confidentiality.
Only short-listed candidates will be invited for an interview.


By submitting your application for an open position in GfK Bulgaria, you agree that we will process the personal data you provide with your application documents (CV, Motivation letter etc.), as well as adding it to our applications database.

As an owner of your personal data, you have the following specific rights: right to access your data, right to portability, right to object processing, right to erasure, right to lodge a complaint to the Commission for Personal Data Protection, etc.

GfK Bulgaria takes the necessary measures to ensure that your personal data is processed, protected and transmitted in compliance with the applicable law.
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