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Our client is a large local government organisation and looking for an experienced HR Helpdesk Officer to join their team. This initially a 3 month contract which may be extended for the right applicant.
You will
- 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.
