HR & Payroll 2nd Line Help Desk Support Consultant

THE CHARALLE GROUP; Manchester; On-site; GBP 36,000 - 38,000; Full time

Job summary

A growing business in payroll services is seeking a HR & Payroll 2nd Line Help Desk Support Consultant to provide software support and resolve Payroll queries. The ideal candidate should have IT support experience and excellent communication skills, focusing on delivering great client experiences. Join a supportive team that values your contributions and offers ongoing training and development opportunities.

Benefits

Flexible benefits package

Comprehensive learning and development

Great work/life balance

Qualifications

• Experience in IT support or IT service desk.
• Strong customer service skills.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Support Payroll Teams with queries.
• Investigate application related issues.
• Manage incidents through resolution.

Skills

IT support experience

Customer service skills

Analytical thinking

Problem-solving

Strong IT skills

Excellent communication

Job description

HR & Payroll 2nd Line Help Desk Support Consultant

HR & Payroll 2nd Line Help Desk Spport Consultant

• Type : commercial
• Firm : Commercial
• Salary : £36 - 38,000
• Location : Manchester

Our client has an exciting opportunity for an enthusiastic and highly motivated individual to join our Payroll team at as a Payroll & HR Support Consultant. We are looking for someone who has previous experience in Payroll or HR – Maybe you are someone who has a keen in interest in fixing problems and providing a great customer service, interested to try something a bit different by working closely with our customers to support their Payroll & HR system related queries.

Your role will be to provide 2nd line software support to internal teams and clients with application related queries and issues, with a focus on the Payroll Software. This role helps improve the product by raising bugs and new functionality requirements, as well as testing new releases. You will be a subject matter expert on our applications and focused on service delivery to provide a great client experience.

This is a great opportunity for you to join a supportive, exciting, and growing business. We love to reward our people for their hard work – We offer a flexible benefits package, a comprehensive programme of learning and development, and a great work / life balance. If you’re looking for your next career move and would like to work for a company where you will be provided with great training, supportive management, and a strong progression path we would love to hear from you!

Key Responsibilities

• Supporting the Payroll Teams with Payroll queries through to resolution.
• Investigating application related queries raised by internal and external customers and resolving issues in line with SLAs.
• Managing any issues / incidents through to successful resolution and completing RCA with recommendations for improvement.
• Championing the voice of the customer by raising bugs and new features
• Helping customers understand how best to use their Software (HCM) to support their business needs.
• Updating internal and external customers on bug fixes and new features to create a great client experience.
• Understanding and providing support to clients on applications and processes.
• Working closely with the Tech, Product Development and IT teams to investigate and resolve issues.
• Providing consultation to clients to understand requirements and deliver professional service bespoke work.
• Sharing knowledge and expertise with onshore and offshore colleagues, striving for a consistent client experience.
• Keeping up to date with technology trends, product enhancements, industry developments and Payroll legislation.
• Training and advising team members, colleagues, and clients by sharing technical knowledge and expertise.
• Working collaboratively with Tech Support in Kochi to complete work accurately and on time.
• Providing UAT for new releases.
• Inputting into feature design meetings with product management.
• Acting as a subject matter expert, where required, for feature design or bug fixes.

Skills and Experience

• This role would be ideal for someone with experience in IT support and / or IT service desk with great customer service skills
• You have strong IT skills and a keen interest fixing problems
• You’re an analytical thinker with an innovative approach to problem solving.
• You can work to deadlines with appropriate prioritisation.
• You can take ownership of decision making when required.
• You’re comfortable working with others, building effective working relationships with clients and colleagues.
• You have excellent communication skills both written and verbal.
• You embrace change as technology, products and services evolve.

PLEASE CONTACT SHARON DEACON FOR MORE INFORMATION