Can't add resources to Help Desk Queue

Summary:

Content (please ensure you mask any confidential information):

Employee has all Payroll and HR roles required and all HR Helpdesk required, they match a colleague like for like.

But i still cannot add them to a Help Desk Group that specifically looks at Payroll queries.

I have tried adding this user to other groups and their name does not appear in any searches

is there a process missing that needs to be run?, all synchronization and ldaps have been run automatically

User Roles

Failed search on adding to group

Group trying to add employee too, this group members have exactly the same roles and rules as the employee i am trying to add