Help Desk Analyst

About the company

• Agoda is a travel booking platform, part of Booking Holdings [NASDAQ: BKNG], with over 7,000 people from 90 countries.
• The People Help Desk team supports Level 1 service requests from Agodans.

Responsibilities

• Be the first point of contact for People-related inquiries across multiple channels (email, chat, Zendesk, self-service, 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
• 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 improvements
• Communicate with empathy and professionalism

Requirements

• Employee experience mindset: service-oriented, empathetic, balancing speed, accuracy, and integrity
• Ownership and initiative
• Clear, concise English (written and verbal)
• High accuracy in data entry, categorization, case notes, and knowledge updates
• Team-first collaboration approach
• Problem solving and analysis: pattern recognition, perceptive judgment, structured thinking
• 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 and Thai

Nice to have

• Experience in a similar position
• Experience with HRIS/ticketing tools