HR Service Desk in Lego

This thesis studied the working reality of HR SSC and investigated BSO Service Desk at the LEGO Group. Most of the literature regarding SSC has focused on designing and structuring these centers, and there are very few studies that explore how they work in everyday practice from the employees’ and the provider’s point of view. The thesis employed a mixed-methods methodology using a questionnaire with 155 employees and used semi-structured interviews with BSO staff to examine how BSO Service Desk uses digital tools, such as ServiceNow and Workday, to coordinate global processes. The findings show that while the tiered model of service delivery is an effective way of delivering standard procedures, it requires informal coordination via MS Teams and a human interpretation of complex local rules, such as Danish holiday schemes or UK visa regulations. In addition, the findings indicate a need for micro guides and proactive trend-sharing to minimize the number of tickets escalated. Therefore, the thesis offers the LEGO Group actionable data to support improving the consistency of the service provided and adds to the existing literature regarding HR transformation and its relationship to digital HR transformation, and the importance of balancing automated systems with localized human knowledge.