HR Helpdesk Officer - Kensington (W8)
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
About the Role
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.
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.
Requirements
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.
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