HR Service Desk Assistant, U1, HR services, 12 Month FTC, Open to flexibility

Milton Keynes Village, Milton Keynes
04 Jan 2019
04 Feb 2019

HR Service Desk Assistant, U1, HR services, 12 Month FTC, Open to flexibility

Your opportunity

The emphasis is to provide a consistently high level of customer service to deliver solutions that meet the needs of our users and the Shared Services objectives, and to provide additional support in busy periods to the Customer Services Teams/Operational Teams to ensure service level agreements are met or exceeded and support work to deliver specific projects.

Your role

The Shared Services Organisation requires a HR Service Desk Assistant to provide an impeccable service supporting and providing guidance on a wide range of HR queries and issues for our employees and people managers across the firm (c15, 000 employees). The Senior Assistant is required to work on HR enquiries of all natures and own these through to resolution or escalate to the relevant team within agreed timescales. Ensuring that the query is resolved to the satisfaction of the caller before closure is essential.

  • As required, provide high quality guidance on a wide range of HR Service Desk queries covering the whole range of services provided to Deloitte employees and partners including clarification of HR policy and procedures within a clearly defined framework/timeframes;
  • As required, support Deloitte people managers with people related HR enquiries, escalating to the HR Advisory Services team within the agreed framework and protocols. 
  • Customer liaison, call logging and incident resolution via multiple contact methods e.g. telephone, email, webchat.
  • Deliver excellent service in line with process requirements and ensure service level agreements are met. 
  • Provide a people focused approach through the timely and accurate completion of queries and activities.
  • Deliver clear policy messages as appropriate.
  • Escalate more complex queries to the Team Leader or specific “cases” to the appropriate SME team or third party provider. 
  • Record and maintain accurate activity information tracking through to timely closure.
  • Take responsibility for keeping up to date on Deloitte policy and process developments.
  • Maintain own continuing professional development to ensure information given is appropriate and of a high quality.
  • Ensure compliance with appropriate Data Protection legislation at all times.
  • Contribute to wider projects and initiatives in the Shared Services Organisation as required.
  • Analysis of trends in incidents and matching of known errors and problems so that root causes can be investigated by Assistant Manager, SME’s or wider business areas;
  • Active participation in CSI (Continuous Service Improvements) initiatives within team, function and Shared Service organisation
  • Liaison with other Shared Services Organisation teams as appropriate

Your work, your choice

How long does impact take? How long is a piece of string? How many seconds does a solution contain? How can we possibly tell? After all, impact can be huge or small. Immediate or years in the making. At Deloitte we believe the best impact is the value we add, not the hours we sit at our desk. 
We, therefore, carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients. If the working pattern you are looking for is not specifically indicated below, we are happy to discuss alternative arrangements.

Location: Central Milton Keynes

Suggested work pattern: Fixed term/Permanent full time. Agile working options available. Shifts between 8am and 6pm. 

Your professional experience


  • Impeccable communication skills.
  • Has a thorough understanding of the Shared Services Organisation’s services and how they can add impact, through seeking to anticipate needs and exceed expectations.
  • Ownership of queries of a highly complex and individual nature. 
  • Liaison with various key stakeholders, resolving queries to an exceptionally high standard.
  • Can analyse a problem and see the bigger picture, demonstrating the ability to overcome barriers.
  • Has resilience and can persevere with issues until resolution 
  • Keeps up to date externally with industry news and updates and shares these with others.
  • Displays professional approach at all times, and demonstrates integrity with a good understanding of risk.
  • Embraces new ideas with an enthusiastic manner.
  • Supports colleagues when changes occur, and is a team player.
  • Keeps others motivated.
  • Promotes a culture of transparent feedback.
  • An active listener.
  • Shows initiative in taking decisions.
  • Can prioritise own workload.
  • Follows appropriate policies and processes, and guides others.
  • Previous experience within a team environment. 
  • Experience of the core Microsoft Office packages is essential
  • Experience within an HR department is preferred. Ideally supported by relevant qualification i.e CIPD although not essential

Your service line

Internal Client Services 

At Deloitte, we’re all about collaboration. And nowhere is this more apparent than among our 2,000-strong internal client services team. With our combined specialist skills, we provide all the essential support and advice our client-facing colleagues need, right across the firm. We impact every area of our business, every day. From solving IT issues quickly and efficiently, to ensuring our people get the best possible training, to guiding colleagues on their tax and pensions. From our centralised hubs in Milton Keynes and Cardiff, we live, breathe and deliver the Deloitte experience. 

For a full job description please visit our online Deloitte Careers portal


Requisition code: 161066