UCL HUMAN RESOURCES DIVISION

Human Resources Information Office Helpdesk Service Level

Agreement

Contents

1 INTRODUCTION..............................................................................................................3

1.1 Purpose of document...................................................................................................3

1.2 Document Contents.....................................................................................................3

2 SERVICE OVERVIEW.....................................................................................................4

2.1 Opening hours of the helpdesk....................................................................................4

2.2 Helpdesk......................................................................................................................4

3 CALL LOGGING PROCEDURE......................................................................................5

3.1 Call Logging SiP and Resourcelink..............................................................................5

3.2 Call Assessment..........................................................................................................6

3.3 Call Log........................................................................................................................6

3.4 Call Solution................................................................................................................. 6

3.5 Call Closure................................................................................................................. 6

4 PRIORITY LEVELS.........................................................................................................7

5 SERVICE LEVEL TARGETS...........................................................................................8

6 Escalation process...........................................................................................................9

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1 Introduction

This Service Level Document has been designed to:

Provide an overview of the standard Human Resources Information Office Service Level Agreement

Document the procedures associated with fault calls to HR Helpdesk.

Escalation Method

1.1 Purpose of document

This document is to be used by all Human Resources Information Office professional services staff within the Human Resources Division.

This document applies to users of the HR systems provided by the Human Resources Information Office to the UCL community

1.2 Document Contents

This document has been designed to detail the Service Level Agreement provided by the Human Resources Information Office. This Service Level Agreement document contains the following sections:

Service Overview

Call Logging Procedure

Priority levels

Service Level Solution Timings

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2 Service Overview

The Human Resources Information Office provides user support and problem identification, to the UCL Community, in relation to MyView Self Service, Services in Partnership (SiP) system and Resourcelink. The Service will include:

User Advice and Guidance on the use of the above systems

Application fault solutions

Liaison with our software supplier Northgate IS Solutions

Liaison with internal IT departments

This service does not include support for any hardware associated with the above systems.

2.1 Opening hours of the helpdesk. The period for which the Human Resources Information Office provides the service is between the hours of:

10:00 – 16:00 Monday to Friday, excluding Bank Holidays and College Closures

The Human Resources Helpdesk will operate an answer phone service for the logging of all calls placed outside supported hours. For calls received outside core hours the Service Level Agreement time will commence at the time that call is logged on the next working day.

2.2 Helpdesk

All calls for SiP and Resourcelink will be received through the Human Resources Helpdesk web form or Telephone Number. The call logging procedure is contained within Section 3 of this document.

Calls for MyView will continue to be made to the Information Systems Helpdesk and transferred to the HR Helpdesk on matters to be resolved by the HR Information office where the HR priority levels of this document will be adopted.

Incidents are logged by the caller and the Human Resources Helpdesk team on a computer-based system called Remedy. The Remedy web form will be available to users from the Human Resources web site.

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3 Call Logging Procedure

The user call logging procedure has been designed to:

Provide a call logging service that is recorded electronically

on the Remedy system allowing the Helpdesk to extract the

callers contact details and allow us to monitor the progress of

the call.

Minimise the risk of calls being unanswered, missed or

duplicated

3.1 Call Logging SiP and Resourcelink

Calls are made to the Human Resources Helpdesk or the Information Systems Helpdesk dependent on the application the call is regarding.

For SiP and Resourcelink queries the user must call the HR Helpdesk or use the web based form on the Human Resources Web pages.

The user can log calls 24 hours per day, 7 days per week by telephoning 020 3108 3998, or via the web page www.ucl.ac.uk/hr/helpdesk. Alternatively emailing the HR Helpdesk on hr_helpdesk@adm.ucl.ac.uk

The timescales for responding and resolving calls are detailed in Section 5.

During the hours 10:00 to 16:00 Monday to Friday (excluding bank holidays and College Closures), calls will be answered by the Helpdesk. Outside of these ‘core’ hours an answer phone service will be in operation. For calls received outside of core hours the call will be logged at the start of the next period of core working hours. The time of the call will be the time the call is logged on the next working day.

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3.2 Call Assessment

Once the call has been received a Human Resources Helpdesk officer will, in conjunction with the user, look at options for resolving the call. These options will include advice and guidance, fixes, enhancements and enhancement requests where the system is supplied. The Human Resources Helpdesk will refer calls that are outside of the configuration capabilities of the Helpdesk to Northgate IS Solutions on calls relating to MyView Self Service and Resourcelink. Fixes and faults to the SiP system will require liaison with Management Systems within UCL.

3.3 Call Log

A running log of all calls registered with the HR Helpdesk will be maintained on the Remedy system.

3.4 Call Solution

The process and speed of resolving the call will be dependent on the call that has been logged with the Helpdesk. The Helpdesk Officer will be responsible for logging the call and ensuring that progress is updated on Remedy.

Faults may be resolved in the following ways:

Fixed by Human Resources Information Office

Enhancement request in agreement of the caller

Closed by agreement with the caller

A workaround may be provided so that the problem can be

overcome. A permanent software solution may be required

and this would be provided at a later date.

3.5 Call Closure

Once a fix has been found, and a solution achieved, the user will be contacted in order that they can be informed of the actions taken to resolve the call.

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4 Priority Levels

Priority 1

This problem has a major impact on the caller being able to perform their daily tasks and is not able to perform other tasks as a result

e.g.Unable to log into the systemThe application is completely unusable.

Priority 2

The problem has an impact on certain aspects of functionality but the user can access the application. The caller is able to perform other tasks using other systems.

e.g.Sickness notification entryLeave request and authorisationAmending personal detailsNew contract requests

Priority 3

The problem is impacting on a small non urgent aspect of the callers daily tasks

e.g.Printing problemUser defined fields / screensPlanner (MyView)

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5 Service Level Targets

The Human Resources Helpdesk will adhere to resolving calls in the given timescales. An automated email will be triggered from the Remedy system shortly after the user submits the call.

Priority Level

Description Definition Target Response time Target Solution

Escalate Level

1 Urgent Having a major impact on users daily tasks

1 Hour 1 Day 1 Day

2 Important Having an impact on user

1 Hour 5 Days 5 days

3 Non Urgent Impacting on very small part of users daily tasks

1 Hour 10 Days 10 days

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6 Escalation process

If after the target solution date has been reached a solution has not been made and the caller is not satisfied then the call can be escalated to Helen Brown, Human Resources Process Manager who will follow up the problem with Helpdesk :-

email: h.brown@ucl.ac.ukphone: +44 207 679 1296internal-phone: 41296

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