Agoda

Overview

The People Help Desk Analyst will be the first point of contact for People-related inquiries and requests, supporting Level 1 service requests from Agodans and gaining hands-on experience across various HR domains.

About Agoda

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 togethe

Requirements & Eligibility

• 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
• Comfortable using HRIS/ticketing tools

Key Responsibilities

• 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 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

Interview Process