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Pay: £24.64 per hour (Umbrella LTD)Location: Kensington (W8)Hours: Monday to Friday, 9:00 AM - 5:00 PMContract: Temporary (3 months) - potential for permanentHybrid working available
About the RoleWe are seeking a proactive HR Helpdesk Officer to join the Human Resources & OD - Pay, Pensions, and HR Systems team within the Resources Directorate. This role involves managing the end-to-end workflow of HR service requests, ensuring timely resolutions, high customer satisfaction, and compliance with performance metrics.
Key Responsibilities- Act as the lead helpdesk officer, managing and prioritising HR service requests.
- Ensure helpdesk enquiries are correctly routed or allocated for action.
- Provide guidance to managers, staff, and third parties on HR processes and enquiry handling.
- Work with HR, Finance, and other teams to improve self-service support materials, including FAQs and HR Hub content.
- Participate in regular testing following Oracle software updates.
- Monitor and track helpdesk requests, ensuring timely resolutions and customer feedback.
- Access and update HR data in Oracle to resolve pay, leave, absence, and allowance queries.
- Analyse helpdesk performance metrics and suggest improvements to enquiry handling.
- Maintain clear records of enquiry resolution and provide feedback to service users.
Essential Skills & Experience:
- Experience in HR helpdesk operations or a similar customer-focused role.
- Strong understanding of HR processes, policies, and transactional services.
- Knowledge of Oracle HR systems or similar HR database systems.
- Ability to interpret and update HR data for query resolution.
- Excellent problem-solving and organisational skills.
Personal Attributes:
- Strong communication skills, with the ability to explain HR processes clearly.
- Ability to manage workloads efficiently and work under minimal supervision.
- Detail-oriented with strong analytical and data management skills.
- Proactive approach to service improvement and customer satisfaction.
This is an excellent opportunity for an experienced HR professional looking to develop their expertise in a dynamic environment. Apply now to be considered.4o
