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- Tasks: Provide first-line support for HR & Payroll digital services to 10,000 users.
- Company: Join King's College London, a diverse and inclusive employer.
- Benefits: Enjoy hybrid working, 30 days holiday, and a performance bonus.
- Other info: Great opportunities for training, advancement, and personal development.
- Why this job: Make a real impact by helping users navigate HR systems.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 30000 - 42000 £ per year.
Enterprise Systems Analyst (HR)
Application Deadline: 12 September 2025
Department: IT Services
Employment Type: Fixed Term – Full Time
Location: Newquay, Cornwall, UK
Description
Overview
The Enterprise Systems Analyst (HR) will play a crucial role in supporting King\’s College London\’s HR & Payroll digital services, which are used by approximately 10,000 users across the University. The role involves providing first-line support to users, assisting with registration, access, and troubleshooting issues via phone and email. An awareness of the practices of both would be beneficial but not essential. Full training will be provided for the software; however, the successful candidate will have a solid working background delivering quality customer service, ideally within a Customer Services contact centre or service desk environment.
Accountabilities
This role will be focused on delivery of 1st line day-to-day support for candidates and users of the HR Digital Services throughout the employee lifecycle. In addition, the role-holder will be expected to support with Level 1 HR and Payroll queries and additional duties as determined by the Enterprise Systems Team Lead Leader (HR).
User Support: Deliver first-line support for users of the PeopleXD HR and Payroll system, assisting with registration, access, and troubleshooting issues via phone and email.
Incident and Request Management: Ensure all incidents and service requests are accurately logged, tracked, and resolved within agreed Service Level Standards (SLS’s). Triage requests to appropriate resolver groups, including IT or HR, Payroll, Pensions, and Admin teams, and escalate issues when necessary.
To provide effective support the jobholder will also be required to:
- Log all calls and enquiries promptly and accurately in our service delivery tool (Helix)
- Assess queries effectively to determine their priority and respond in an appropriate and timely manner
- Escalate questions and issues to the Team Leader and/or relevant 2nd Line Specialists
- Transfer or redirect relevant requests to other resolver groups such as IT or the HR services Teams that support Payroll, Pensions and Admin.
- Always demonstrate excellent communication and customer service skills, whilst working within defined processes, and striving to achieve defined service levels. The role requires a high level of confidentiality and professionalism and will need to adhere to data protection guidelines.
Key Skills & Experience Required
(E) – Essential (D) – Desirable
- Excellent interpersonal skills needed with the ability to communicate well in a diverse work environment (E)
- Problem solving or diagnostic approach with a willingness to learn (E)
- Methodical approach, attention to detail, and a passion for continual service improvement (E)
- Proficient with Microsoft Office Suite including Word, Outlook, Excel (E)
- Desire to deliver excellent customer care via telephone, email or face to face (E)
- Effective time management skills; with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures (E)
- Service-oriented attitude and ability to maintain a positive attitude (E)
- Good listening skills and patience to work with all types of employees (E)
- High energy with the ability to organise/prioritise workload (E)
- Prior experience in a customer service environment, for example a customer contact centre or service centre (D)
- Previous experience in Payroll, HR, Finance (D)
- Proficient documentation skills; able to fully document operational requirements, proposed solutions, processes, and data flows effectively (D)
- Proficient with call logging or service desk systems e.g. Helix (D)
- Knowledge of HR systems and using HRIS database and reporting applications, ideally PeopleXD (D)
- Ability to adapt and understand new technologies, and a drive to seek out emerging industry best-practice (D)
- ITIL Foundation Certificate (or other Service Management qualification) (D)
- Full Driving Licence (D) or the ability to get to the Quintdown office within 60 minutes, using public transport or other means (E)
Employee Benefits
- Hybrid Working – Minimum of 5 days per month in the office
- 10% Performance related bonus
- 30 Days holiday and maximum of 8 public holidays (pro-rata)
- Sick pay
- 4 Discretionary Christmas Closure Days
- Contributory pension scheme
- Life Assurance cover
- Service time – 3 Volunteer days per year
- Free onsite parking & Bike racks
- Annual leave purchase scheme – up to a maximum of 10 days (subject to national minimum wage requirements)
- Student Discount (access to Totum, Unidays & Student Beans)
- CycleScheme
- TechScheme
- Opportunities for formal training and professional certification
- Free access to Linkedin Learning
- Free access to Future Learn short courses
- Potential for internal promotion and advancement
Equality, diversity & inclusion
We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed.
This is in line with King’s College London (KCL).
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Enterprise Systems Analyst (HR) employer: King's Service Centre
Contact Detail:
King's Service Centre Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Enterprise Systems Analyst (HR)
✨Tip Number 1
Network like a pro! Reach out to current employees at King’s College London on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Enterprise Systems Analyst role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and HR systems. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Tip Number 3
Show off your tech-savviness! Familiarise yourself with PeopleXD and other HR systems mentioned in the job description. Even if you don’t have direct experience, demonstrating your willingness to learn can set you apart.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Enterprise Systems Analyst (HR)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in customer service and HR systems. We want to see how your skills match the role, so don’t hold back on showcasing your strengths!
Show Off Your Communication Skills: Since this role involves a lot of user support, it’s crucial to demonstrate your excellent communication skills. Use clear and concise language in your application to reflect how you’d interact with users.
Highlight Problem-Solving Abilities: We’re looking for someone who can tackle issues head-on. Share examples of how you've successfully resolved problems in previous roles, especially in a customer service environment. This will show us you’re ready for the challenges ahead!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at King's Service Centre
✨Know Your Systems
Familiarise yourself with the PeopleXD HR and Payroll system, even if you haven't used it before. Understanding its basic functions will help you answer questions confidently and show your willingness to learn.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that highlight your customer service skills. Think about times when you resolved issues or helped users effectively, as this role heavily relies on delivering excellent support.
✨Practice Problem-Solving Scenarios
Anticipate common HR and Payroll queries and think through how you would approach solving them. This will demonstrate your problem-solving mindset and readiness to tackle challenges in the role.
✨Communicate Clearly and Confidently
During the interview, focus on clear communication. Practice articulating your thoughts and responses, as effective communication is key in a diverse work environment like this one.