Oracle Cloud-Fusion Support Desk Agent

Salary range: Grade 7 £39,519- £41,511. plus fantastic benefits
Contract: Fixed Term contract/Internal Secondment for 5 months
Hours of work: 36 hours per week
Location: Croydon

Location: Croydon, UK (Croydon Council) – Hybrid Working Pattern

Directorate: Resources (Croydon Technology Service-Digital Operations- Financial Systems Team)

About the Role

Are you a customer-focused administrator with a knack for systems and troubleshooting? Croydon Council is looking for an Oracle Cloud-Fusion Support Desk Agent to provide essential first-line support for our integrated "Oracle" system.

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. In this vital role, 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-topay (P2P) platforms.

Key Responsibilities

• First-Line Support & Triage: Act as the first point of contact for all "My Resources" user enquiries. Gather, evaluate, and log requests accurately while maintaining absolute confidentiality and security of personal data in line with

GDPR guidelines.

• Data Security & Protection: Handle and triage sensitive system calls securely, ensuring that all user data administration and customer records strictly comply with the Data Protection Act 2018 and council data protocols.

• User Administration: Manage system access safely, including setting up new users and disabling expired accounts to prevent unauthorized system entry.

• Training & Guidance: Run self-service drop-in sessions (as required), guide users to training materials, and maintain up-to-date user documentation.

• System Testing: Support the team with functional testing activities during system updates.

• Team Collaboration: Provide flexible, ad hoc administrative or operational support to the Application Support Manager and wider HR team as required to ensure smooth service delivery.

What We Are Looking For

OFFICIAL

• Data Protection Awareness: A solid understanding of GDPR principles and the importance of handling sensitive personnel and financial records securely during the call triage process.

• System Knowledge: Working knowledge of self-service business processes (e.g., employee/manager self-service, P2P).

• Customer Service Excellence: Proven experience in a customer-facing or usersupport environment, with the confidence to guide users through technical queries.

• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex system steps in plain English.

• Organization: Superb attention to detail and the ability to manage a varied workload under pressure.

• Team Spirit: A flexible, proactive approach to hybrid collaboration and a proven ability to learn new software quickly.

Why Join Croydon?

Croydon Council is deeply committed to achieving equality of opportunity in both our community services and employment practices. We offer a supportive, hybrid team environment where you can champion system integrity, uphold data compliance standards, and directly support the workforce serving our vibrant borough