HR & Payroll 2nd Line Help Desk Support Consultant

TN United Kingdom; Manchester; On-site; GBP 25,000 - 45,000; Full time

Job description

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HR & Payroll 2nd Line Help Desk Support Consultant, Manchester

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Client:

THE CHARALLE GROUP

Location:

Manchester, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

98b28819b54a

Job Views:

9

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

HR & Payroll 2nd Line Help Desk Support Consultant

HR & Payroll 2nd Line Help Desk Support Consultant

• Type: commercial
• Firm: Commercial
• Location: Manchester

Our client has an exciting opportunity for an enthusiastic and highly motivated individual to join our Payroll team as a Payroll & HR Support Consultant. We are looking for someone with previous experience in Payroll or HR—perhaps someone keen on problem-solving and providing excellent customer service, interested in working closely with 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, focusing on Payroll Software. This role involves improving 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, dedicated to delivering excellent service to clients.

This is a great opportunity to join a supportive, exciting, and growing business. We offer a flexible benefits package, comprehensive learning and development programs, and a healthy work/life balance. If you’re seeking your next career move with a company that provides excellent training, supportive management, and clear progression paths, we would love to hear from you!

Key responsibilities include:

• Supporting Payroll Teams with queries through to resolution.
• Investigating application-related queries from internal and external customers and resolving issues within SLAs.
• Managing issues/incidents to successful resolution and conducting RCA with improvement recommendations.
• Raising bugs and new feature requests, advocating for the voice of the customer.
• Helping clients understand how to use their Software (HCM) effectively for their needs.
• Updating customers on bug fixes and new features to enhance their experience.
• Providing application and process support to clients.
• Collaborating with Tech, Product Development, and IT teams to investigate and resolve issues.
• Offering consultancy to understand client requirements and deliver tailored services.
• Sharing knowledge with onshore and offshore colleagues to ensure a consistent client experience.
• Staying updated on technology trends, product enhancements, industry developments, and Payroll legislation.
• Training and advising team members, colleagues, and clients, sharing technical expertise.
• Collaborating with Tech Support in Kochi to ensure accurate and timely work completion.
• Providing UAT for new releases.
• Participating in feature design meetings with product management.
• Serving as a subject matter expert for feature design or bug fixes when needed.

Skills and experience

• Experience in IT support and/or IT service desk with strong customer service skills.
• Strong IT skills and an interest in problem-solving.
• Analytical thinking and innovative problem-solving approach.
• Ability to meet deadlines with appropriate prioritization.
• Ownership of decision-making when required.
• Ability to work collaboratively, building effective relationships with clients and colleagues.
• Excellent written and verbal communication skills.
• Adaptability to changing technologies, products, and services.

PLEASE CONTACT SHARON DEACON FOR MORE INFORMATION