Engineering / IT Professional

Helpdesk Officer

Kensington
Contract
£20.86 per hour PAYE

Our client is looking for an experienced Helpdesk Officer.

• Lead as Help Desk Officer and manage the end to end workflow of internal HR service requests from users of the Council s HR system to successfully resolve issues raised, achieving high levels of customer satisfaction, and compliance with key Help Desk metrics and performance indicators.

• Ensure that incoming helpdesk enquiries are routed to the most appropriate HR Team or Helpdesk Officer for action if the enquiry is not already part of the automated queuing allocation.

• Provide advice, support and guidance to managers, staff and third parties on HR transactional processes and the most appropriate means of raising helpdesk enquiries to achieve a successful resolution.

• Work with the other Teams in HR, Finance and beyond to identify areas where HR supporting information in the form of Knowledge Articles, FAQs and the HR Hub can be improved to provide better and more efficient outcomes in the handling of enquiries, and to promote the use of self-service.

• Participate in regular tests resulting from Oracle software updates.

1. DESCRIPTION OF DUTIES:

• Undertake HR helpdesk operations by owning, prioritising, allocating and processing incoming helpdesk requests in a timely and client-focused way, adhering to defined process timescales, and working with users to find solutions to incoming enquiries.

• Monitor the progress of HR helpdesk requests, follow up requests that have been delayed or put on hold, supporting users in re-routing or resolving helpdesk enquiries where needed, and ensuring satisfactory outcomes for service users.

• Maintain a clear and documented trail of enquiry resolution, including clear feedback to service users where the request should have been raised differently.

• Support users in the completion of any online forms that may be required as part of their helpdesk enquiry.

• Review HR helpdesk performance metrics and work with the HR Systems Manager to identify areas where helpdesk enquiry handling can be improved, for example by changing how enquiries are handled and/or improving the self-service advice available to system users.

• Work with other staff in HR and Finance to ensure that enquiries from service users are appropriately channelled to achieve a successful outcome, and analyse/review ratings, comments and other feedback from service users to identify areas where practices can be improved.

• Access people HR data in Oracle to resolve HR helpdesk enquiries that are channelled specifically to the HR Helpdesk officers for action and resolution, for example in relation to regular pay, allowances, leave, absence.

• Update HR data in Oracle as required to resolve incoming helpdesk enquiries, for example in the area of annual leave purchase, and perform basic calculations and inputs into the system to achieve helpdesk enquiry resolution.

• Use HR data in Oracle to understand why a manager or employee has raised a helpdesk request and be able to interpret the data to achieve enquiry resolution.

• Develop a comprehensive understanding of the range of HR policies and procedures and be able to advise, support and guide managers and other service users on how best their enquiry can be resolved in the context of the Council s HR policies.

• Understand how service users are created and maintained on Oracle so that advice and guidance can be given to service users who may be experiencing access or role-related restrictions.

PLEASE ONLY apply if you have the necessary skills, experience and expertise.

The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer.