People Help Desk Analyst

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experi...

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

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.
Execute routine transactions reliably (e.g., data updates, verifications, information requests) with strong data integrity and confidentiality.
Maintain and improve team knowledge base content to drive self-service and first-reply resolution.
Spot patterns and trends in tickets; partner with subject matter experts to recommend process, policy, or tooling improvements.
Communicate with empathy and professionalism, ensuring a positive employee experience in every interaction.

Employee experience mindset: service-oriented, empathetic, and consistent in balancing speed, accuracy, and integrity.
Ownership and initiative: self-starter who follows through, closes loops, and raises improvement ideas with evidence.
Communication: clear, concise English (written and verbal); explains policies in a friendly, practical way.
Quality and detail: high accuracy in data entry, categorization, case notes, and knowledge updates.
Collaboration: team-first approach; keeps stakeholders informed and shares learnings.
Problem solving and analysis:
Pattern recognition: connect recurring themes across tickets, data, and workflows.
Perceptive judgment: ask clarifying questions, identify root causes, and distinguish policy, process, and system issues.
Structured thinking: break problems into steps, apply SOPs, and document outcomes for reuse.
Minimum of 1 year experience handling inquiries or requests in a fast-paced environment; familiarity with SOPs
Bachelor's degree in human resources, Business Administration, or related field.
Fluency in English.
Experience in a similar position is an advantage.
Any experience / comfortable using HRIS/ticketing tools.

 
 
 
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