Job Opportunity: Hr Systems Officer - Temporary Contract Position: Hr Systems Officer Contract Duration: 3 Month Contract, with the possibility of an extension and permanent offer Location: W8 7NX Working Hours: 36 hours per week, Monday to Friday, 09:00 - 17:00 Pay Rate: £20.86 per hour (PAYE) Role Overview: 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. Key Responsibilities: 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, support users in re-routing or resolving helpdesk enquiries where needed, and ensure 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's HR data in Oracle to resolve HR helpdesk enquiries that are channelled specifically to the HR Helpdesk officers for action and resolution, for example about regular pay, allowances, leave, and 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. Experience and Qualifications: 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. 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. Experience in providing a customer-centric approach to resolving enquiries and finding solutions while effectively managing service demands, pressures, and tight deadlines. A general understanding of the range of HR terms and conditions of service in a local government environment to support the resolution of a wide range of user enquiries. Effective written and verbal communication skills, and the ability to clearly and succinctly explain HR processes and concepts to staff at all levels. Accuracy and attention to detail when handling helpdesk enquiries and advising service users on how to achieve a solution to their enquiry, with a focus on learning from experience to achieve improved future outcomes in enquiry resolution. Ability to work accurately under pressure as part of a team, to tight deadlines, and to organise my workload with minimal supervision. Ability to perform basic calculations and a good level of proficiency and accuracy in Excel to support the maintenance of people data in the HR system Disclaimer: By applying for this role, you give consent for your information to be forwarded to our Client(s) and information of which may be retained within our databases therefore also agreeing to be represented by i-jobs with respect of the vacancy you're applying