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Human Resources Service Desk Administrator | Technical Writer

Primary office location
Permanent - Full time,
Play a key role in ensuring the smooth resolution of HR inquiries across Macquarie’s global employee base.
At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 34 markets and with 55 years of unbroken profitability. You’ll be part of a friendly and supportive team where everyone - no matter what role - contributes ideas and drives outcomes.

What role will you play?

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You will be responsible in evaluating internal HR Service desk procedures; producing high-quality documentation that is appropriate for its intended audience.

In your role, you will be working with various internal teams, subject-matter experts to gather information to be able to develop, organize and write-easy-to-understand user interface text, online help, and processor guides.

You will be required to manage documentation projects from start-to-finish, act as point of escalation for team members. You will be tasked to maintain knowledge repositories, keeping it updated, best-in-class documentation for user guides, online help, training support.

To gain expertise, you will be tasked to provide first level resolution on a range of query scenarios within the employee life cycle. To gain expertise you will develop working relationships with key Human Resources stakeholders to ensure that case queries are responded accurately and timely for better customer support experience. As needed, re-assign cases to respective tier 2 process owners or alternate escalation as appropriate.

What you offer

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  • 2+ years’ of experience as an effective technical writer
  • Strong ability to quickly learn and understand complex subject matter
  • Experience in writing documentation and procedure manuals for various audiences
  • Strong written and verbal communication skills, with high attention to detail
  • Experience working with engineers to improve user experience such as Design and UI to refine content, create visuals and diagrams for technical support content
  • Ability to handle multiple projects simultaneously.

We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply.

About Corporate Operations Group

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In our Corporate Operations Group, you will work at the heart of Macquarie. Join a collaborative team who accelerate digitalisation, sustainability and social impact for the benefit of our people, customers, shareholders and communities. Our teams include technology, digital transformation and data, operations, human resources, business services, corporate strategy and solutions and the Macquarie Group Foundation.


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Macquarie employees can access a wide range of benefits which, depending on eligibility criteria, include: 
  • Hybrid and flexible working arrangements
  • One wellbeing leave day per year
  • Up to 20 weeks paid parental leave as well as benefits to support you as you transition to life as a working parent 
  • Paid volunteer leave and donation matching
  • Other benefits to support your physical, mental and financial wellbeing
  • Access a wide range of learning and development opportunities

Our commitment to diversity, equity and inclusion

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We are committed to providing a working environment that embraces diversity, equity, and inclusion. We encourage people from all backgrounds to apply for a role regardless of their identity, including gender, race, ethnicity, cultural identity, nationality, age, sexual orientation, gender identity, intersex status, marital or family status, neurodiversity, religion or belief, disabilities, or socio-economic background.
If you require adjustments to your working arrangements or the recruitment process, please let us know when applying.