HR Systems Helpdesk Officer

HR Systems Helpdesk Officer K&C Hybrid working

Please do not apply for this role unless your CV meets the following general requirements, listed below:

1. You must be UK based and have the right to work in the UK.
2. For office based and hybrid roles, your commute to the place of work must be less than 1 hour.
3. This is a temporary role, initially 2 months, with potential to go permanent.

Key Requirements:

1. An understanding of the role of a Helpdesk operation in an HR environment, and its use in the maintenance of people and organisation structure information.
2. A good understanding of service request ticketing systems, workflows and notifications, and how online supporting information for service users can be used to reduce the volume of incoming enquiries and promote self-service.
3. Experience of providing a customer-centric approach to resolve enquiries and finding solutions while effectively managing service demands, pressures, and tight deadlines.
4. Experience of a HR support desk.

We are seeking candidates to 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.

Key Responsibilities:

1. Undertake HR helpdesk operations, prioritising and processing requests efficiently.
2. Ensure timely and client-focused resolution of enquiries, adhering to process timescales.
3. Monitor request progress, follow up on delays, and support users in rerouting enquiries.
4. Maintain clear documentation of enquiry resolution with user feedback.
5. Assist users with completing required online forms.
6. Collaborate with HR and Finance to channel enquiries effectively.
7. Analyse helpdesk performance metrics ratings and other feedback from service users to identify areas where practices can be improved.
8. Access and update HR data in Oracle to resolve pay, leave, and absence-related queries.
9. Perform basic calculations and data inputs to support enquiry resolution.