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People Systems Service Desk Analyst

People Systems Service Desk Analyst

The Service Desk Analyst will provide 1st and 2nd level support to all BAU activities and provide on-going maintenance of the Workday, Brassring and T&A systems to support Primark business users

Reports to: People Systems Operations Manager

Key Responsibilities:
General Duties
  • Provide support to the team with any other general activities
  • Analyse, maintain and troubleshoot P&C information systems and P&C computer applications and systems.
  • Resolving requests within SLA, giving clear resolutions
  • Train employees on system usage
  • Ensure all calls are handled effectively
  • Follow standard Service Desk procedures to document the reported issue/question within a Service Desk call tracking tool
  • Develop, maintain and localise job aids and FAQs relating to people systems.
  • Understand and follow all Primark security and data privacy policies
  • Ensure Primark's technical needs are represented to external service providers
  • Maintain strong links to the People Systems team and attend team meetings
Key Business Objectives
  • Develop a strong understanding of our existing system and application landscape and providing support to People Systems customers
  • Work with internal and external teams to help shape the landscape and solutions that will allow the business to achieve its strategic goals.
  • Develop effective working relationship with P&C and Payroll teams, and external support and service providers, and business partners.
  • Participation in testing, configuration and implementation of new systems, upgrades and system enhancements when needed
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