Location
London Borough of Croydon – Hybrid Working Pattern (Croydon Council offices and remote working)

Hours
36 hours per week

Salary
Grade 7 £39,519 - £41,511 plus fantastic benefits

About the Role
Are you a customer-focused administrator with a knack for systems and troubleshooting? Croydon Council is seeking an Oracle Cloud-Fusion Support Desk Agent to provide essential first-line support for our integrated Oracle system. You will be the first point of contact for staff and managers across the Council, ensuring they get the most out of our employee/manager self-service and procure-to-pay (P2P) platforms.

We operate a flexible, hybrid working model, allowing you to split your time between working from home and collaborating with the team in our Croydon offices.

Key responsibilities include:
- Acting as first-line support and triage for all "My Resources" user enquiries, gathering, evaluating, and logging requests accurately while maintaining confidentiality and data security in line with GDPR.
- Handling sensitive system calls securely, ensuring compliance with the Data Protection Act 2018 and council data protocols.
- Managing system access safely, including setting up new users and disabling expired accounts.
- Running self-service drop-in sessions as required, guiding users to training materials, and maintaining up-to-date user documentation.
- Supporting functional testing activities during system updates.
- Providing flexible, ad hoc administrative or operational support to the Application Support Manager and wider HR team to ensure smooth service delivery.

Experience
Proven experience in a customer-facing or user support environment with confidence in guiding users through technical queries.
Working knowledge of self-service business processes such as employee/manager self-service and procure-to-pay (P2P).

About you
Strong understanding of GDPR principles and the importance of securely handling sensitive personnel and financial records.
Excellent verbal and written communication skills with the ability to explain complex system steps in plain English.
Superb attention to detail and ability to manage a varied workload under pressure.
Flexible, proactive approach to hybrid working and collaboration.
Ability to learn new software quickly and work effectively within a team.

Qualifications
There are no specific qualifications required for this role; however, a commitment to data protection and customer service excellence is essential.