Croydon Council
Oracle Cloud-Fusion Support Desk Agent
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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, 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.
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What We Are Looking For
- 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.
To view the Oracle Cloud-Fusion Support Desk Agent role profile please click here.
[https://drive.google.com/file/d/1e7fctnIYHuTF7aLo24rHbMuHG4zufHV1/view?usp=drive_link]
Croydon Council’s priorities
The Council balances its books, listens to residents, and delivers good sustainable services
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- Get a grip on the finances and make the council financially sustainable
- Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses
- Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors
- Ensure good governance is embedded and adopt best practice
- Develop our workforce to deliver in a manner that respects the diversity of our communities
Key business plan outcomes:
- Croydon is a place of opportunity for business, earning and learning
- Children and young people in Croydon have the chance to thrive, learn and fulfil their potential
- Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home
- People can lead healthier and independent lives for longer
- Croydon Council’s new ways of working
Equal Opportunities Statement
Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment. The Successful candidate will be subject to a DBS check, if the role requires one.
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