Service Desk - HR & Payroll

Overall purpose of the job

Responsible for the timely and effective response to user queries and problems across the People and Payroll application landscape, through the receipt and logging of problems and the coordination of rapid and appropriate responses for first-line resolution. Provides basic telephonic and remote guidance on these systems where required and may manage an incident through to completion.

The role provides first-line support for employees, line managers and Payroll and People and Culture practitioners across the group's brands and countries, on SAP SuccessFactors Employee Central, the payroll platforms and the associated self-service capability. This includes assisting the user to resume normal operation, channelling requests for help to the appropriate function, monitoring progress, and keeping users informed.

Ensures that optimal relations with users are established and maintained, and that agreed service standards in respect of response, resolution and call quality are met.

Service hours

• Weekdays,

• Extended cover during People and Payroll peak periods: payroll input cut-off, the payroll run, pay day, the February and March tax year end, tax certificate season, and the annual increase and bonus cycles.

• Weekend and after-hours cover by arrangement during payroll peaks and scheduled release windows, rather than as a standing weekend roster.

• People and Payroll demand is driven by the payroll calendar rather than spread evenly across the week.

Education (formal qualification required)

Minimum

• National Senior Certificate (NQF 4).
• An IT diploma or certificate (NQF 5 or above); or a payroll or people administration qualification or certificate; or demonstrable equivalent experience in one of those fields.

• One year of relevant experience in a service desk, IT support, people shared services or payroll administration environment.
• Working knowledge of a payroll or human capital management system, at end-user level or above.

Ideal

• ITIL 4 Foundation.
• SAP SuccessFactors Employee Central end-user or administration exposure.
• Exposure to a payroll platform such as PaySpace or Deel..
• Customer service or contact centre certification.
• A second South African official language, or a language relevant to the group's operations in other countries.

Applications/ Systems Support

• Provides 1st level support on assigned applications within SLA
• Monitors and administers Applications/Systems Problems
• Assists with daily administration tasks (Applications checks, maintenance and upgrades)
• Provides accurate & clear verbal and written reporting for application failure investigations and resolutions
• Administer the Access Control System i.e. grant access rights, channel access rights calls, update & terminate

Experience (minimum experience required)

• Service desk, contact centre or first-line IT support
• Working within a logged-call and service level environment
• Payroll administration, people administration or people shared services
• Use of a payroll or human capital management system
• Handling confidential personal or financial information
• SAP SuccessFactors Employee Central Advantageous
• Supporting users across more than one country or legal entity
• Multi-brand or group operating environment