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Contents
INTRODUCTION.............................................................................................................. 3
1.1
Purpose of document................................................................................................... 3
1.2
Document Contents..................................................................................................... 3
SERVICE OVERVIEW..................................................................................................... 4
2.1
2.2
Helpdesk...................................................................................................................... 4
3.1
3.2
Call Assessment........................................................................................................... 6
3.3
Call Log........................................................................................................................ 6
3.4
Call Solution................................................................................................................. 6
3.5
Call Closure................................................................................................................. 6
PRIORITY LEVELS.......................................................................................................... 7
ESCALATION PROCESS................................................................................................ 9
Introduction
This Service Level Document has been designed to:
Escalation Method
Service Overview
Priority levels
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:
This service does not include support for any hardware associated
with the above systems.
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
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)
Priority
Level
1
Description
Definition
Urgent
Having a
major impact
on users
daily tasks
1 Hour
Important
Having an
1 Hour
impact on user
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