UCL HUMAN RESOURCES DIVISION

Human Resources Information

Office Helpdesk Service Level
Agreement

Contents

INTRODUCTION.............................................................................................................. 3

1.1

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

1.2

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

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

2.1

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

2.2

Helpdesk...................................................................................................................... 4

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

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

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

ESCALATION PROCESS................................................................................................ 9

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

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
4

Human Resources web site.

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.

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.

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 system
The 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 entry
Leave request and authorisation
Amending personal details
New contract requests
Priority 3
The problem is impacting on a small non urgent aspect of the callers
daily tasks
e.g.
Printing problem
User defined fields / screens
Planner (MyView)

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
1

Description

Definition

Target Response time

Urgent

Having a
major impact
on users
daily tasks

1 Hour

Important

Having an
1 Hour
impact on user

Non Urgent Impacting on

very small part
of users daily
tasks

1 Hour

Target
Solution
1 Day

Escalate
Level
1 Day

5 Days

5 days

10 Days

10 days

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.uk
phone: +44 207 679 1296
internal-phone: 41296