Senior Help Desk Agent

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Job description

Senior Help Desk Agent RBKC619116

Salary range: £49,854 - £56,565 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). This role is perfect for individuals who excel in fast-paced environments and are eager to contribute to the success of the Finance function within the Council. We are seeking an experienced Senior Help Desk Agent to lead on investigating and resolving complex service requests relating to the work of multi-functional finance teams.

You will work collaboratively as part of a Financial Help Desk team managing an internal service request ticketing system. Duties include end to end query and issue resolution following defined action plans and workflows, producing knowledge articles, advising end users and the task supervision of the Help Desk Agents. You will be responsible for functional specific systems admin activities such as accounting code maintenance.

This 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 be a positive role model and ensure an environment that promotes professionalism, fosters teamwork and enables continuous development of the team. 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.

You will have significant experience working within a Help Desk environment, ideally gained in a Local Government setting although wider public or private sector experience will be considered. You will provide training and guidance on various Help Desk processes and maintain up to date documentation on the Oracle SharePoint Hub for Finance.

You will have strong analytical skills that allow you to troubleshoot a variety of issues. Your experience of testing solutions to meet user and wider service needs will assist you in contributing to future systems developments. 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:

Information about protecting and safeguarding yourself and others from abuse and neglect:

We do not accept speculative CVs.

If you have any queries, please contact:

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