SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and Mauritius. Our goal? We bring people solutions to life and turn HR into a value source for our clients and their people.

Our people solutions span the entire employee journey, from salary payment to attracting, rewarding, and developing talent. Are you ready to join us?

About the role:

You will be responsible for managing and resolving Level 1 and Level 2 incidents in line with SLAs and quality standards, including implementing workarounds and escalating when necessary. Your role involves maintaining accurate ticket documentation, handling requests from simple to complex (such as custom integrations and advanced reporting), performing root cause analysis, and collaborating with teams to resolve issues and improve processes. You will also communicate with clients and stakeholders, manage change request, support team members and ensure compliance with company policies, data protection, and security protocols.

ROLE AND RESPONSIBILITIES:

• Lead the resolution of incidents (Level 1 and 2) in compliance with Service Level Agreements (SLAs) and quality standards, implement workarounds, and ensure prompt escalation when necessary.

• Keep tickets up to date, properly documenting and providing regular updates to stakeholders.

• Perform tasks ranging from simple to complex request handling, including managing custom integrations, creating data reports, and addressing other specialized requirements.

• Analyse root causes, collaborate with other teams to resolve complex issues, improve processes, and develop sustainable solutions.

• Actively participate in major incident resolution, ensuring timely escalation to the appropriate level when required.

• Communicate clearly and concisely with clients, including demanding stakeholders, to manage expectations and provide timely updates on incident progress and resolution.

• Contribute to the standardization and evolution of SD Worx methodologies to maintain standards and optimize applications.

• Analyse and identify billable actions, manage and implement client-requested enhancements, ensuring impact analysis, planning, thorough execution according to established procedures, and provide regular progress and outcome updates to stakeholders.

• Participate in pre- and post-release testing for live customers during monthly releases to ensure smooth transitions.

• Assist team members in handling all requests managed by the team, fostering a collaborative and constructive spirit.

• Provide regular reporting within your team and to your manager on the progress of your tasks.

• Adhere to schedules and commitments made and given.

• Alert your manager or team lead in case of any difficulties, of any nature (resources, time, etc.).

• Comply with company policies, including data protection, security protocols, and procedures, to ensure compliance and safeguard sensitive information.

KNOWLEDGE, TECHNICAL SKILLS & EXPERIENCE

Essential 

• Strong verbal and written communication skills.

• Proficiency in French and English with excellent communication abilities.

• Detail-oriented, able to multitask, work independently, and demonstrate strong decision-making and time management skills.

• Solid organizational skills to manage multiple tasks, prioritize effectively, and handle a high volume of support requests while meeting SLAs.

• A degree/bachelor’s in Information Technology or a related field is preferred.

• Minimum of 1 to 3 years of experience in a similar role or in a technical role.

• Knowledge of ticketing systems (e.g., Salesforce, Helpdesk) for tracking tickets would be an advantage.

• Technical experience with customer interaction would be a plus.

• Functional knowledge of payroll is desirable, or at least a willingness to learn in the payroll and HR domain.

• Quick learner, capable of working independently with minimal supervision.

• Proficiency in MS Excel, Microsoft Word, Outlook, and Internet.

• Customer service-oriented.

• Knowledge of SQL would be an advantage.

What do we have to offer?

• Leaves: all types of leave granted from day 1 (annual leave, sick leave, study leave, maternity/paternity leave, wedding leave, compassionate leave). Eligible for seniority leave after 3 years

• Insurance benefits: Medical insurance fully paid by SD Worx for you and two dependents (children up to 18 years old). Option to upgrade available. You are also eligible to enroll your parents in your medical insurance at a subsidized rate

• Monthly fixed transport allowance

• No deduction for using the company’s transport after work

• Eligible for a mobile voucher, redeemable at one of four suppliers, renewable every 3 years

• Fixed internet allowance for home use

• Career break option

• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)

• Yearly performance review with remuneration review

• Yearly company bonus

• Car loan: subsidized interest facility

• Referral program

• Learning opportunities: through an individual development plan and professional training

• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!
  

Please be informed that upon successful completion of the interview process, you will be required to submit a recent Certificate of Character, and you will undergo a background check as part of our standard legal procedures.

From many places, we work as one, moving from better to best together.

SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.