[TFT] People Help Desk Analyst

Agoda
Bangkok
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Empathetic service","Ownership and initiative","Clear communication","High accuracy","Collaboration"]

Support Level 1 People service requests for Agodans as the first point of contact across email, chat, Zendesk, self-service, and automations. Provide clear Tier 1 resolutions, triage and escalate to Tier 2, and handle routine HR transactions with strong data integrity and confidentiality. Diagnose, categorize, document, and resolve issues using SOPs and knowledge articles, while maintaining the knowledge base and spotting ticket patterns to recommend improvements.

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FursaFursa
Agoda
Agoda
7 hours ago

[TFT] People Help Desk Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Support Level 1 People service requests for Agodans as the first point of contact across email, chat, Zendesk, self-service, and automations. Provide clear Tier 1 resolutions, triage and escalate to Tier 2, and handle routine HR transactions with strong data integrity and confidentiality. Diagnose, categorize, document, and resolve issues using SOPs and knowledge articles, while maintaining the knowledge base and spotting ticket patterns to recommend improvements.
Location: Bangkok
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Serve as the first point of contact for People-related inquiries and requests across email, chat, Zendesk, self-service, and automations.
  • •Provide clear, timely Tier 1 resolutions; triage and escalate to Tier 2 when appropriate.
  • •Manage the Help Desk queue to meet service standards for responsiveness, accuracy, and quality.
  • •Identify, diagnose, categorize, and document requests/incidents; resolve known issues using SOPs and knowledge articles.
  • •Maintain and improve the team knowledge base and spot ticket patterns to recommend process, policy, or tooling improvements.

Key Requirements

  • •Service-oriented mindset with empathy and consistency in balancing speed, accuracy, and integrity.
  • •1+ year handling inquiries or requests in a fast-paced environment, with familiarity with SOPs.
  • •Clear, concise English (written and verbal) to explain policies in a friendly, practical way.
  • •High accuracy in data entry, categorization, case notes, and knowledge updates.
  • •Bachelor’s degree in Human Resources, Business Administration, or related field.
Education:Bachelor's in Human Resources, Business Administration, or related field
Skills:Empathetic serviceOwnership and initiativeClear communicationHigh accuracyCollaboration
Languages:English
Tech Stack:ZendeskHRISAutomations

Company Brief

Agoda
Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Singapore, Singapore
Founded: 2005
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn