Summary: The HR Helpdesk Officer - Oracle role involves managing the end-to-end workflow of internal HR service requests, ensuring high levels of customer satisfaction and compliance with performance metrics. The position requires collaboration with various teams to improve HR support information and promote self-service. This is a hybrid role based in Kensington, London, with a contract duration of three months and the potential for permanent employment.

Key Responsibilities:

• Manage the workflow of internal HR service requests and resolve issues to achieve customer satisfaction.
• Route incoming helpdesk enquiries to the appropriate HR Team or Helpdesk Officer.
• Provide advice and support on HR transactional processes to managers and staff.
• Collaborate with HR and Finance teams to improve HR support information and self-service outcomes.
• Participate in tests resulting from Oracle software updates.
• Monitor and follow up on HR helpdesk requests to ensure timely resolution.
• Maintain documentation of enquiry resolutions and provide feedback to service users.
• Support users in completing online forms related to helpdesk enquiries.
• Review helpdesk performance metrics and identify areas for improvement.
• Access and update HR data in Oracle to resolve enquiries.
• Advise on HR policies and procedures to assist in enquiry resolution.
• Handle complaints related to HR helpdesk services and escalate when necessary.
• Assist managers and staff in understanding HR and organizational structure data.
• Handle phone and face-to-face enquiries from service users.
• Identify needs for new or updated knowledge articles and work on their development.
• Undertake additional duties as required.

Key Skills:

• Understanding of HR helpdesk operations and service request systems.
• Experience in customer-centric service delivery and managing service demands.
• Knowledge of HR terms and conditions in a local government context.
• Effective written and verbal communication skills.
• Attention to detail and accuracy in handling enquiries.
• Ability to work under pressure and manage workload independently.
• Proficiency in Excel and basic calculations for HR data maintenance.
• Collaborative approach to working with internal and external partners.

Salary (Rate): £26.04

City: Kensington

Country: UK

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: HR