Job Description

Department of Personnel Management

Designation : APay HR/Payroll System Helpdesk Officer (Code- DPM 14-5)

Job Description / Responsibilities:

1. IDENTIFICATION

AGENCY:

Department of Personnel Management

SYSTEM POSITION# (10-Digits):

 

REF#:

DPM14-5

OFFICE:

Office of the Public Service HR/Payroll Services

DESIGNATION/CLASSIFICATION:

Helpdesk Officer/Grade 12

DIVISION:

Public Service HR/Payroll Helpdesk & User Group Secretariat

LOCAL DESIGNATION:

APay IHRP System Helpdesk Officer

BRANCH:

N/A

REPORTING TO:

Team Leader

SYS POS# (10-Digits):

REF#:

DPM14-3

SECTION:

N/A

LOCATION:

Central Government Office, Level 3, Waigani, NCD
       

HISTORY OF POSITION

 

 

FILE REFERENCE

DATE OF VARIATION

DETAILS

 

 

 

2. PURPOSE

The Ascender Pay IHR Payroll System Help Desk Officer is responsible for providing first-level technical support, troubleshooting, and problem resolution for users of the Ascender Pay Integrated HR/Payroll (IHRP) System. The role is essential to ensuring system accessibility, continuity, and functionality across the Government of Papua New Guinea’s public service.

  • Contributes directly to the reliability and usability of the Ascender Pay IHRP System across all government sectors.
  • Ensures system users receive timely and accurate support, reducing downtime and processing errors.
  • Without this role, user issues would go unresolved, disrupting payroll processing and overall HR operations.
  • The position is critical to sustaining user confidence, system usage, and ongoing support for over 140,000 public service employees.

3. DIMENSIONS

Finance: No direct financial authority.

Staff Supervised: None.

Resources: Responsible for help desk software, user query tracking tools, and administrative reporting systems.

Support Scope: Supports over 300 government agencies and departments using the Ascender Pay IHRP System.

4. PRINCIPLE ACCOUNTABILITIES

  1. Ensure timely logging, investigation, and resolution of help desk tickets related to system use and errors.
  2. Maintain high-quality service delivery and professional customer support standards.
  3. Escalate complex or unresolved issues to second-tier support or relevant units.
  4. Maintain detailed and accurate records of support requests, actions taken, and outcomes.
  5. Provide regular updates to the Team Leader on recurring system issues and recommendations for improvement.
  6. Assist in updating and maintaining system support documentation, FAQs, and troubleshooting guides.

5. MAJOR DUTIES

  1. Respond to user queries via phone, email, or ticketing platform.
  2. Record and categorize all incoming help desk requests accurately.
  3. Provide first-level resolution where possible (e.g., login issues, navigation guidance, error message interpretation).
  4. Escalate complex technical issues to system administrators or vendor support.
  5. Participate in system training sessions and update technical knowledge regularly.
  6. Support the preparation of monthly Help Desk performance reports.
  7. Assist with User Group activities such as gathering feedback or follow-up queries from agency users.

6. NATURE AND SCOPE

This role sits within the Ascender Pay IHRP System Help Desk and User Group Secretariat. The Help Desk Officer reports directly to the Team Leader - Ascender Pay IHR Payroll System Help Desk. The role works closely with internal support teams and external agency users.

6.1 WORKING RELATIONSHIP

Internal Relationships:

  • Team Leader, System Administration
  • Application Support Officers
  • Digital Reporting Unit
  • Payroll Governance and Compliance Unit

External Relationships:

  • Government Department HR/payroll staff
  • Provincial Administrations and statutory bodies
  • Ascender Pay vendor support (Concept PNG/Dayforce)

6.2 WORK ENVIRONMENT

The role is technical and service-oriented, working in a help desk environment that is often fast-paced and deadline-driven, especially during payroll cut-off periods. It requires consistent attention to detail, customer service focus, and familiarity with both system processes and HR/payroll regulations.

7. CONSTRAINTS FRAMEWORK AND BOUNDARIES

Rules/Procedures: General Orders, Pay Policy Circulars, Help Desk SOPs, Ascender Pay User Manuals

Decision: Categorize and prioritize help desk tickets; initiate first-level solutions

Recommendations: Escalation of recurring issues, user training needs, or system documentation improvements

8. CHALLENGES

The most significant challenge is managing high volumes of help desk queries during payroll processing periods while ensuring accuracy and timely resolution. Additionally, some users have limited ICT proficiency, requiring patience and clear communication to assist effectively.

9. QUALIFICATIONS, EXPERIENCES, SKILLS AND COMPETENCIES

(a) Qualifications

  • Diploma or Bachelor's Degree in Information Technology, Business Administration, Human Resource Management, or a related field.

(b) Knowledge

  • Basic knowledge of payroll processes and HR systems.
  • Understanding of government General Orders and pay cycle regulations.
  • Familiarity with the Ascender Pay system or similar ERP platforms preferred.

(c) Skills

  • Strong problem-solving and communication skills.
  • Ability to explain technical concepts to non-technical users.
  • Customer service orientation and professionalism under pressure.
  • Basic Microsoft Excel and report-writing skills.

(d) Work Experience

  • Minimum of 1-3 years in a customer support, IT help desk, or HR/payroll administrative support role.
  • Experience in a public sector environment is desirable.

Job Type:

Full Time

Language Requirements:

English

Salary(per annum):

K40324.00

Job Location:

Waigani

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