Helpdesk Support Analyst

Job description

Job Description

Role:    Helpdesk Support Analyst - HR Systems

Purpose of role: Provide 1st and 2nd level support to all BAU activities and provide on-going maintenance of the Workday, Brassring and T&A systems to support Primark business users.

Reports to:       Service Delivery Manager (People Systems)

Key Responsibilities:

General
·  Provide support to the team with any general activities
·  Analyse, maintain and troubleshoot P&C information systems and P&C computer applications and systems.
·  Resolving requests within SLA, giving clear resolutions
·  Train employees on system usage
·  Ensure all calls are handled effectively
·  Follow standard Service Desk procedures to document the reported issue/question within a Service Desk call tracking tool
·  Develop, maintain and localise job aids and FAQs relating to people systems.
·  Understand and follow all Primark security and data privacy policies
·  Ensure Primark's technical needs are represented to external service providers
·  Maintain strong links to the People Systems team and attend team meetings  
Releases
·  Assist in configuring business processes as necessary e.g. new processes, changes to existing processes
·  Test to ensure business processes are working correctly in sandbox Interfaces
·  Monitor interfaces on an on-going basis for quality and issues
·  Assisting in testing interfaces at release Reporting
·  System Performance and ensuring management of issues is within agreed SLA’s.
·  Monitor system performance statistics
·  Work with the Primark ICT team to address any issues impacting the performance of People Systems
·  Follow standard Service Desk procedures to document the reported issue/question within a Service Desk call tracking tool Data
·  Monitor data quality - resolve any data quality issues and put in place corrective measures
·  Ensure all documentation is updated as necessary  
Essential knowledge, skills and experience:
·  2+ years strong systems user and support experience
·  Experience with deep-dives into high volumes of data, manually intervening where required, interpreting data and converting it into meaningful information.   
·  Delivery of business-critical projects and working to tight deadlines.
·  Excellent technical and trouble shooting skills
·  Good working knowledge of MS Word, Excel , Outlook and PowerPoint
·  Strong analytical skills
·  Attention to detail and accuracy are essential
·  Strong interpersonal skills - diplomatic, discreet, trustworthy and have the ability to build and maintain strong relationships with all levels both within the organisation and in the external environment.
·  Have a good understanding of the Primark business and P&C processes Personal Attributes:
·  Highly organised, detail-oriented, possessing the ability to effectively prioritise deliverables whilst meeting deadlines set by management.
·  Excellent planning and organisation skills, ability to multi-task, plan and prioritise work schedule for self and work within agreed timescales.
·  Excellent attention to detail
·  Proven ability in managing sensitive matters whilst ensuring all Primark information remains confidential to the business.
·  Be a collaborative team player with excellent interpersonal/communication skills,
·  Proven ability in developing effective working relationships across all levels of the organisation.
·  Operates with a high level of integrity, diplomacy, tact and professionalism.
·  Sound judgement, unquestionable ethics and integrity with high degree of transparency and trust
Req ID

24144BR
Function

HR
Location

Mary St
Full Time / Part Time

Full Time
Country

Republic of Ireland
Employee Status

Fixed Term Contract
Job Profile

Helpdesk Support Analyst