Help Desk Agent - The Guardian : Job Details

Help Desk Agent RBKC619117

Salary range: £41,967 - £50,088 per annum

Work location: London

Hours per week: 36

Contract type: Permanent

Closing date: 17th November 2024

Interview date: 28th and 29th November 2024

About Us:

Join our newly created Finance Help Desk team as we bring the service back in house from an outsourced provider and move towards implementing a new ERP Oracle Fusion system.

The Royal Borough of Kensington and Chelsea is a dynamic and innovative local authority that is passionate about doing the right thing for our residents. We want to see our local communities thrive, so we are committed to delivering exceptional services that are responsive, effective and efficient.

The Role:

This is an exciting opportunity for you to join us at the very start of our new journey as we onboard a new ERP system (Oracle Fusion). Working as a Help Desk Agent you will join a team that is the first point of contact for all user service requests relating to Finance processes. You will accurately log and triage service requests to diagnose and resolve or follow procedures to escalate more complex issues.  You will ensure customer service is timely and accurate, providing professional advice and support though service request management and user knowledge articles.

There are multiple positions available in this post, which is a hybrid role where you are required to work on-site at our offices 3 days per week.

Please refer to the Job Description for more information.

About You:

You will have experience of working in a large organisation that services the needs of multiple functional teams and end users.  You will understand how service request ticketing systems work including workflows, notifications, documenting notes and updating statuses in line with agreed timeframes and performance metrics.

You will be collaborative and coordinated in sharing information across the team to ensure a common and cohesive end user experience.  You will be tactful, responsive and motivated, with an excellent customer centric approach.  You will be great at communicating orally and in writing, able to explain financial and systems-based concepts in simple terms. If you do not hold an AAT qualification, proven comparable relevant experience will be as equally beneficial.

In return, you can look forward to a package that includes a competitive salary, a high-quality pension scheme and generous annual leave plus bank holidays. 

Please apply online explaining how you meet the requirements set out in the person specification and job description. We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.

Application process

Please do not upload any documents, including CVs/Covering Letters or supporting statements, as these documents will not be reviewed and could result in your application not being shortlisted.

You should describe how you meet the person specification requirements for the position you are applying for in Section G of the application form.

Additional information:

The council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. 

We make sure all our staff are vetted to a high standard by conducting pre-employment checks to assess and assure the trustworthiness, integrity, and ability of prospective employees. This includes validating identity, right to work in the UK, qualifications (where applicable), work history (including the investigation of gaps) and referencing. They may also involve criminal record checks (UK and overseas).

We promote equality, welcome diverse applicants, and ensure inclusivity in our recruitment and selection process.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

Information about the safeguarding of children and support for families: https://children-and-education/safeguarding-children

Information about protecting and safeguarding yourself and others from abuse and neglect: https://health-and-social-care/adult-social-care/safeguarding-adults

We do not accept speculative CVs.

If you have any queries, please contact: .uk