Oracle Help Desk Agent

Empower our teams and keep vital Council services running smoothly through expert support and guidance.

As an Oracle Helpdesk Agent, you’ll be a trusted point of contact for colleagues across the Council, providing vital HR, Finance and Procurement guidance to keep our everyday services running seamlessly.

Working Style

You’ll be based in the Borough for three days a week, playing a key role in supporting Council services. Whether you’re resolving daily system queries or guiding colleagues through new features, you’ll be part of a dedicated team making a real difference behind the scenes.

What you’ll be doing

Your focus will be acting as the first point of contact on our Oracle Helpdesk, supporting colleagues across the Council with queries relating to HR, Finance and Procurement. You’ll take ownership of requests through to resolution, delivering a high standard of customer service while meeting key performance indicators and service level agreements. When queries require deeper technical expertise, you’ll triage tickets to subject matter experts and system administrators, maintaining clear communication and documented audit trails throughout.

Beyond day-to-day query resolution, you’ll contribute directly to continuous improvement and system evolution. You’ll turn helpdesk insights into clear Knowledge Articles and FAQs, promoting Oracle Guided Learning to support user self-service and drive 'shift-left' principles. Your role will also involve participating in testing for new system releases and patches, reviewing user satisfaction feedback and recommending practical operational improvements. As an Oracle Super User, you will provide one-to-one mentoring and guidance to build confidence in system features across all levels of the organisation.

For further information on the role, please take a look at the Job Description and Person Specification.

What you’ll bring

You’ll bring experience in administering an ERP system, preferably Oracle, within a fast-paced environment. You possess a strong understanding of service request workflows and a practical grasp of Local Government business processes, regulations and frameworks. Your technical analytical skills, accuracy and attention to detail enable you to perform data maintenance and calculations with precision.

You’re an excellent communicator who excels at explaining complex, system-based concepts in simple, clear terms, both in writing and spoken conversation. You bring strong interpersonal skills, working collaboratively with colleagues across departments to improve HR & Finance processes and user confidence. Able to work proactively with minimal supervision, you are well-organised, resilient under pressure and dedicated to delivering quality service in line with our core values of Respect, Integrity, Working Together and Putting Communities First.

Why join us

At RBKC, we’re all in – investing in our people, our communities and our future.

You’ll join a supportive, people-focused environment where your technical expertise is trusted and your personal development is taken seriously. We offer access to leadership training, professional development opportunities and a platform to shape the direction of our wider digital services.

Working within a collaborative and respected team, you will enjoy a varied role that combines technical problem-solving with direct user support. Alongside a competitive salary and pension, we provide hybrid working options and structured wellbeing support to ensure you can deliver your best work.

About us

Kensington and Chelsea is home to diverse communities, thriving businesses and unique local places. Everything we do is focused on supporting our residents, strengthening our approach and creating a fairer borough.

As a competent and caring Council, we take pride in our work every day, ensuring our services are delivered with care and competence. We listen to our residents, act with integrity and work together to build a borough that is greener, safer and fairer for all.

In this role, being ‘all in’ means getting stuck in to solve daily system challenges, streamline workflows and empower council staff to perform their duties seamlessly. It’s about taking full ownership of user enquiries, exploring new application releases and building self-service guidance that makes a lasting difference. Systems support isn't always smooth sailing, but when you commit fully to supporting your colleagues, technical challenges become valuable opportunities for growth and service improvement.

Interview Details

In person interviews W/C 2/11/2026

Interview Agenda: Excel assessment followed by a formal interview

Ready to join us?

We’re all in – are you? If you share our values and have the skills to contribute, we’d love to hear from you.

Please apply online, explaining how you meet the requirements set out in the person specification and job description.

We reserve the right to extend or close this vacancy early without warning, subject to the volume of suitable applicants.

We are committed to promoting equality, respecting diversity and welcoming applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.

We are committed to fair, transparent, and consistent pay practices. New hires will start at the minimum of the advertised salary range.

Employees receive annual salary increases until they reach the top of the pay scale. In addition, employees will receive any agreed cost of living pay rises.