Transcosmos Malaysia Hiring! Full Time HRIS Support Desk Agent in Federal Territory, Earn up to MYR 4,200 - Ricebowl

1. Role Purpose

The HRIS Support Desk Agent provides technical and functional support for HR Information Systems (HRIS) to the HR organization.

Employees and other end users will primarily contact their respective HR teams for HR-related inquiries. When an inquiry requires HRIS-specific technical knowledge, system investigation, or troubleshooting, the HR team will escalate the case to the HRIS Support Desk Agent.

The HRIS Support Desk Agent is responsible for investigating and resolving HRIS-related issues within the defined support scope. When an issue cannot be resolved internally or requires vendor-level expertise, system configuration changes, or product-level investigation, the Agent will escalate the case to the appropriate HRIS vendor and coordinate the case through resolution.

The role requires effective communication with HR teams, HRIS vendors, and other relevant stakeholders while maintaining appropriate case records and ensuring timely resolution.

2. Key Responsibilities

A. HRIS Inquiry & Case Management

· Receive HRIS-related inquiries and incidents escalated by HR teams.

· Review and understand the issue, business impact, urgency, and expected outcome.

· Categorize and prioritize cases according to defined support procedures and service levels.

· Maintain accurate and up-to-date case records, including issue descriptions, investigation results, actions taken, escalation history, and resolution details.

· Track open cases through completion and proactively follow up on pending actions.

· Keep HR stakeholders informed of case status and expected next steps.

B. HRIS Technical & Functional Support

· Investigate HRIS-related technical and functional issues reported by HR teams.

· Perform initial troubleshooting and identify possible causes using available system information, documentation, knowledge articles, and historical cases.

· Provide guidance and solutions for issues that fall within the HRIS Support Desk's defined scope.

· Distinguish between user/process issues, system-related issues, configuration issues, and potential product defects.

· Collect relevant information, evidence, screenshots, error messages, and reproduction steps where necessary for further investigation.

C. Vendor Escalation & Coordination

· Determine when an issue requires escalation to the HRIS vendor.

· Prepare sufficient technical and business information before escalating a case to the vendor.

· Clearly communicate the issue, impact, troubleshooting already performed, and expected support from the vendor.

· Follow up with the vendor until an appropriate solution or workaround is provided.

· Review vendor responses and communicate the solution to the HR team in a clear and practical manner.

· Avoid simply transferring ownership to the vendor; remain responsible for coordinating the case until appropriate closure.

D. Stakeholder Communication

· Act as the technical support contact for HRIS-related issues between HR teams and HRIS vendors.

· Communicate professionally with HR stakeholders in English and the required local language.

· Translate technical explanations into language that HR users can easily understand.

· Escalate critical, recurring, or high-impact issues to the Team Lead or Operations Manager when appropriate.

· Coordinate with other internal technical teams where investigation requires support outside the HRIS Support Desk.

E. Knowledge Management & Continuous Improvement

· Document resolved issues and solutions for future reference.

· Create and update knowledge articles, troubleshooting guides, FAQs, and operating procedures.

· Identify recurring inquiries and incidents and recommend opportunities for process improvement or knowledge enhancement.

· Share relevant knowledge and lessons learned with other HRIS Support Desk members.

· Support initiatives aimed at improving resolution time, service quality, and HR user experience.

F. Security & Data Confidentiality

· Handle HR and employee-related information in accordance with applicable security, privacy, and confidentiality requirements.

· Follow defined access-control and information-handling procedures.

· Avoid accessing, sharing, or modifying HR data beyond the authorization granted to the role.

· Immediately report suspected security, privacy, or unauthorized-access incidents through the defined escalation process.

3. Required Skills & QualificationsLanguage

· English: Mandatory – Ability to communicate effectively with HR teams, vendors, and other stakeholders in a business environment.

Technical / Functional Skills

· Basic understanding of HRIS or enterprise business applications.

· Ability to perform structured troubleshooting and problem analysis.

· Ability to understand system errors, workflows, user access issues, and basic application behavior.

· Ability to collect and organize technical information before vendor escalation.

· Familiarity with ticketing or case management systems is preferred.

· Basic understanding of HR processes is an advantage.

Professional Skills

· Strong problem-solving and analytical skills.

· Clear written and verbal communication.

· Ability to explain technical matters to non-technical HR stakeholders.

· Strong ownership and follow-through.

· Ability to coordinate effectively with external vendors.

· Attention to detail in case documentation.

· Ability to manage multiple cases and priorities simultaneously.

4. Experience

Preferred:

· Experience in HRIS support, application support, service desk, technical support, or similar roles.

· Experience supporting enterprise applications or SaaS platforms.

· Experience communicating with software vendors or external technical support teams.

· Experience working with HR organizations or HR-related systems is an advantage.

Candidates with strong technical aptitude, problem-solving skills, and communication capability may also be considered even if they have limited direct HRIS experience.

5. Key Performance Expectations

Performance may be evaluated based on:

· Case response and resolution performance

· SLA achievement

· Quality and accuracy of troubleshooting

· Case documentation quality

· Appropriate vendor escalation

· Aging and backlog management

· Stakeholder communication quality

· Reopened or recurring cases

· Knowledge contribution

· Compliance with security and confidentiality requirements

6. Working Conditions

· Standard business-hour working schedule.

· Primary support will be provided to HR teams within the assigned country or region.

· The role requires regular communication in English as well as Vietnamese or Thai according to the supported country.

· Coordination with HRIS vendors and other technical teams may be required depending on the nature of the issue.

Pay: RM3,500.00 - RM4,200.00 per month

Benefits:

• Flexible schedule
• Professional development

Work Location: In person