Job Description

Pay: 24.64 per hour (Umbrella LTD)
Location: Kensington (W8)
Hours: Monday to Friday, 9:00 AM - 5:00 PM
Contract: Temporary (3 months) - potential for permanent
Hybrid working available

We 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.

• 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