FERDA SADIK

myOracle Helpdesk Assistant

Norfolk County Council

Norwich, Norfolk

12.2022 - 03.2025

Answered phone calls promptly, providing excellent customer service.
Provide customer service, delivering high levels of satisfaction.
Using active listening and open questioning skills to triage and investigate queries.
Able to communicate effectively with a broad range of people including those who display inappropriate behaviour and to adapt to each caller as an individual.
Utilised myOracle Helpdesk and Support for streamlined data management and reporting tasks.
Provide accurate information, advice and guidance on using myOracle at first point of contact, signposting to in-system resources as appropriate. Triage enquiries to ensure managers' have considered all relevant information and guidance on myNet to ensure that the full scale and extent of issues is understood to assess risk.
Help managers to understand policy position relevant to their desired outcome and provide initial advice and guidance on the use of myOracle, signposting to myOracle Helpdesk and Assyst for non-system HR advice and technical issues.
Coach and encourage managers to self-serve, offering support on how to access and use myOracle and myOracle Guided Learning. Use these systems to fully answer enquiries, giving excellent customer service, including a high resolution of enquiries at first point of contact.
Provided valuable input into the development of in-system guidance and myNet content.
Assisted in the identification and recording of myOracle learning and development needs for managers and employees.
Taken the lead on certain topics/systems, participating in project work and providing technical administrative support and guidance to managers and HR colleagues as part of on-going continuous professional development.
To help resolve queries from managers on how to complete self-service tasks, embedding myOracle good practice and further developing Guided Learning and training content.
Provide support to HR colleagues on organisational change projects as required. This may include such tasks as developing manager guidance, identifying training needs, delivering demonstrations, to encompass a broad range of support activities.
Built a thorough level of technical knowledge and understanding of myOracle to be able to provide support to managers and HR / Finance colleagues.
Proactively support managers and HR / Finance colleagues, providing detailed guidance on myOracle – this may include face to face meetings and demonstrations.
Maintain customer confidentiality and adhere to GDPR policies and procedures to ensure the HR service does not breach NCC procedures and national legislation.
Recording enquiries and outcome in an efficient and timely manner using the appropriate departmental system so that accurate records are maintained providing accurate data to enable services to make informed decisions.
Work within the myOracle Manager Support Helpdesk team and provide information, signposting, advice and guidance covering NCC policy position and use of myOracle, so that managers are fully satisfied.
Assess risk and escalate in a timely manner, handing off to the relevant team, adviser or consultant via the myOracle Helpdesk if more specialised support and investigation is required.
Identifying trends and common themes to escalate within team to consider proactive early intervention or remedying root causes.
Providing accurate and detailed advice to managers to enable them to resolve issues at the earliest possible stage.
Encouraging managers to act in a timely way to avoid significant impact on service delivery and employee relation.
Respond to enquiries analysing the risk and nature of the enquiry to apply judgement to decide the response route. E.g. the enquirer can self-serve, needs support to resolve or needs an HR Adviser for in depth support and investigation.
Provide support to HR colleagues on organisational change projects as required. This includes tasks such as developing manager guidance, identifying training needs, delivering demonstrations that will encompass a broad range of support activities.
Built a thorough level of technical knowledge and understanding of myOracle to provide support to managers and HR / Finance colleagues.
Proactively supported managers and HR / Finance colleagues, providing detailed guidance on myOracle – this includes face to face meetings and demonstrations. Maintain customer confidentiality and adhering to GDPR policies and procedures to ensure the HR service does not breach NCC procedures and national legislation. Record the enquiry and outcome in an efficient and timely manner using the appropriate departmental system so that accurate records are maintained providing accurate data to enable services to make informed decisions.
Simplified complex HR procedures by streamlining workflows.
Assisted HR department in onboarding new employees which aided seamless integration.
Liaised with HR professionals to support managers, employees and candidates for streamlined recruitment, hiring and onboarding processes.
Respond to enquiries analysing the risk and nature of the enquiry to apply judgement to decide the response route. E.g. the enquirer can self-serve, needs support to resolve or needs an HR Adviser for in depth support and investigation
Assisted HR team with daily operations by owning administrative tasks.
Provided administrative support to HR teams for enhanced department productivity.
Worked with wider HR teams regarding HR policies and processes.
Built relationships with key stakeholders to gain support for HR objectives.
Streamlined administrative processes for enhanced efficiency in HR department.
Liaised with department heads to resolve HR issues effectively.
Collaborated closely with HR department, ensuring alignment with overall business objectives.
Checked input data from HR department, reducing potential errors in pay calculations.
Collaborated with HR department to maintain employee records, ensured accuracy.
Supported HR department tasks while providing excellent service at all times.
Implemented new HR software systems to streamline administrative processes.
Supported HR activities including recruitment process providing necessary documentation.
Handled personal and confidential client and HR matters with utmost discretion.
Streamlined HR processes for improved efficiency.
Achieved streamlined HR operations with the implementation of myOracle.
Collaborated with HR department to validate personnel changes impacting payroll.
Maintained statutory compliance, ensuring all HR documentation was up to date, accurate and met HR audit requirements.
Ensured legal compliance in all HR practices.
Partnered with HR teams to understand specific hiring needs and requirements.

Summary

Overview

Work History

myOracle Helpdesk Assistant

Bank Manager

Education

GCSES/A LEVELS - ADVANCED TRAVEL AND TOURISM

GCSES - MATHS, ENGLISH, COMPUTING, SCIENCE, HISTORY, DRAMA

Skills

Affiliations

References

Timeline

myOracle Helpdesk Assistant

Bank Manager

GCSES/A LEVELS - ADVANCED TRAVEL AND TOURISM

GCSES - MATHS, ENGLISH, COMPUTING, SCIENCE, HISTORY, DRAMA

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