HR Service Desk Operator Roles

Job Summary

Key role in the HR Service Desk team providing first-line support to managers and workers across the organization on all employment-related matters. Utilizes HR reference and decision support systems to provide users of the service with first class customer service and issue-resolution.

Job Responsibilities

• Respond to HR support requests using HR reference and decision support systems
• Diagnose, triage, categorize, log and correctly route support requests
• Research solutions using decision-led electronic systems
• Ensure users are communicated with in an effective and timely manner
• Adhere to all HR Service Desk protocols
• Adhere to the HR Service Desk Service Level Agreement
• Comply with management requests for performance reporting data
• Promote team and self-development, e.g. on Service Desk systems, HR best practice

Candidate Profile

• Bachelor degree education in a relevant subject
• >1 year experience in a similar role in a complex environment
• Strong focus on providing excellent customer service, including customer-handling skills
• Highly effective working under pressure on complex problems
• Excellent communicator, patient and with strong interpersonal skills
• Persistent and resilient when faced with set backs
• Direct experience of the Oracle HR Support Applications
• Proficiency in at least one Non-English languages would be preferable