HR Service Desk Analyst – Nova Lima

About the role

Infosys Brazil is seeking an HR Service Desk Analyst to join its Nova Lima operations. The professional will be the first point of contact for employees, managers and HR teams, handling inquiries and requests across the full spectrum of HR processes.

Key responsibilities

• Receive, log, categorize and resolve HR tickets via ServiceNow, Zendesk, email, phone or chat.
• Support HR processes such as benefits, payroll, onboarding/off‑boarding, vacation, employee data, letters, portal, policies and time‑attendance.
• Meet established SLAs and KPIs, document actions, update knowledge‑base articles and identify improvement opportunities.
• Escalate complex cases to specialist teams and ensure follow‑up until resolution.
• Maintain clear communication with stakeholders and participate in operational meetings.

Required profile

• Fluent Portuguese and Spanish, basic English.
• Strong customer‑service orientation and ability to work under defined SLAs.
• Understanding of data‑protection regulations (LGPD/GDPR) and information‑security standards.

Required skills

• ServiceNow or Zendesk ticketing tools.
• Microsoft Office suite (Excel, Outlook, Word, PowerPoint) and Microsoft Teams.
• HR systems such as Workday, SAP SuccessFactors, Oracle HCM or ADP.
• Basic ITIL concepts and SLA/KPI management.

What we offer

• CLT permanent contract with flexible working hours.
• Transport and meal vouchers, childcare assistance, life and funeral insurance.
• Opportunities for continuous learning and process improvement.