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Payroll First Line Service Desk Consultant

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Job Summary

Working on the Service Desk you will provide 1st level contact software support and troubleshooting to End-Users and system support staff typically via phone, e-mail and customer web portal. The role will involve supporting HR and Payroll software and a sound knowledge in the practices of both are desired.

Full Training will be provided for the software; however, the successful candidate will have a solid working background within a Customer Services environment. It would be useful for the ideal candidate to have experience of working within a Service Desk or Helpdesk/Contact Centre, but the right attitude to do so will be highly favorable.

Customer Services skills are a fundamental part of this role and the successful candidate will have extensive Customer service experience

Main Responsibilities

•Respond to 1st Line Payroll Service Desk queries efficiently and within agreed timelines to ensure prompt resolution

•Provide remote assistance via phone, email and customer web portal

•Proactively keep customers informed throughout all stages of resolution process by phone, email and customer web portal

•To maintain accurate records relating to incidents and requests

•To log and prioritise system and user support calls for the second line support team

Key Relationships

•Internal employees

•External clients and customers

•Service Desk Manager

Qualifications

GCSE Grade c or above in Maths & English

Experience

Essential:

•1 year experience working within a payroll office

•Strong knowledge of PAYE legislation

•Knowledge of SMP, SSP, SPP, Student loans, pensions, attachment of earnings and deductions

•Experience of UAT on a payroll system, or some level of payroll testing experience

•Strong IT skills ( Microsoft Outlook, Office, Excel, explorer) and experience using software packages

•Proven Excellent Communication Skills and Customer service skills

•Proven Diagnostics Skills (tested by scenario based questioning)

 

Desirable: But not essential

•General Ledger and journal reconciliation

•Hold higher education certifications in Customer Services

•Experience of working within a service desk or contact centre/Help

•Experience of using Web based Call logging systems

•Any transferable skills such as Customer training experience, interpersonal, customer service etc.

Competencies

•Customer handling and problem solving

•Excellent communication skills

•Microsoft Office (Core products Word, Excel, Outlook, Internet Explorer etc.)

Apply here

Closing date:
30 Aug 2016

Location:
Leeds

Salary:
On Application

Reference No.:
2130

Position type:
Permanent

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