HR Help Desk Analyst

At NTT DATA, we believe the best transformations happen when people, technology, and bold ideas come together.
We are a global business and technology services company with more than 190,000 professionals across 50+ countries. As a Global Top Employer, we partner with organizations around the world to drive innovation, digital transformation, and sustainable growth.
Here, you will be part of a truly global organization where collaboration goes beyond borders, ideas are encouraged, and people have the opportunity to grow while making an impact. Our culture is highly collaborative and entrepreneurial, is built around being the place where people grow—empowering everyone to Respect every voice, Think big. Be bold, Deliver the outcome, and Win together.
Your next challenge
We are looking for an HR Help Desk Analyst to work onsite in San Jose, Costa Rica and support our global client by providing first-level HR support through calls, tickets, and chat, assisting employees with a wide range of HR processes and inquiries. The team supports a global employee population and plays a key role in ensuring accurate, compliant, and timely HR service delivery.
Responsibilities:
Provide HR support via phone, chat, and ticketing systems, managing multiple requests simultaneously.
Handle inbound calls and ticket-based work, managing a high volume of employee inquiries efficiently
Answer employee questions related to HR processes, benefits, leave, and policies.
Process HR transactions end-to-end, including PTO requests, verification letters, and onboarding support.
Manage and track cases in ServiceNow, ensuring timely resolution and proper documentation.
Triage and escalate complex or sensitive cases as needed, applying sound judgment and critical thinking.
Conduct onboarding support sessions for new hires.
Maintain HR records in the official document repository, ensuring data accuracy and confidentiality.
Support weekly audits by ensuring all employee documentation is properly filed and compliant.
Assist with internal and external audit requests, partnering with key stakeholders (e.g., audit lead).
Handle sensitive employee situations with professionalism, including policy enforcement or eligibility discussions.
Collaborate with cross-functional HR teams (Benefits, Payroll, HRBPs, etc.) to resolve inquiries.
Identify opportunities for process improvements and contribute to knowledge base updates.
Requirements:
1+ years of experience in customer service, HR support, or shared services environment.
Proven strong customer service skills; ability to handle high-volume, fast-paced work.
Comfortable managing difficult conversations and pushing back when needed (e.g., policy enforcement).
Strong critical thinking and analytical skills; able to assess situations beyond standard procedures.
Must have professional proficiency in English.
High attention to detail, especially when handling confidential HR data.
Ability to multitask across calls, tickets, and systems simultaneously.
Familiarity with ticketing systems (ServiceNow preferred) and HR systems (SAP/SuccessFactors a plus).
Bachelor’s degree in HR, Business, or related field preferred.
Ability to learn HR processes quickly.
Prior HR service center experience is a plus.
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $824,000 colones. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.
About NTT DATA
As a Top 5 global IT services provider, NTT DATA brings together more than 190,000 professionals across 50+ countries, supported by a strong ecosystem of established and emerging technology partners. Our capabilities span business and technology consulting, data and artificial intelligence, industry solutions, applications, infrastructure, and connectivity. As part of NTT Group, headquartered in Tokyo, we combine global scale with deep industry expertise to help clients navigate change and achieve meaningful outcomes.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
Req ID: 1357