Coming soon: a new way to access HR support
A new HR Service Desk will launch later this year making it easier for colleagues and managers to access HR and payroll support, submit requests and track progress in one convenient place.
Designed to simplify all aspects of managing HR and payroll, the new Service Desk will provide a modern, user-friendly way to access support while creating a platform for future service improvements across our council.
Why is the HR Service Desk being introduced?
HR enquiries are currently received through a variety of channels, including email, phone, Teams messages and shared mailboxes. Although support is offered, having a number of routes can make it difficult to provide a consistent experience and efficiently track requests.
The new HR Service Desk will bring these channels together into a single platform making it easier for employees to access support and ensuring enquiries are managed more effectively.
What will the new system offer?
The HR Service Desk will become the primary point of access for HR and payroll enquiries, requests and incidents. Through the Service Desk, you'll be able to:
- submit HR and payroll requests and queries in one place
- track the progress of your request from start to finish
- access self-service information and support resources
- easily provide feedback on your experience
The Service Desk will sit alongside existing systems such as MyHR and MyPeople, which will continue to play an important role. The new platform is designed to complement these services by providing a more streamlined way to access HR and payroll support.
What benefits will it offer?
The new service desk will:
- make it easier for employees with or without a council login to submit and manage HR and payroll enquiries
- pre-populate requests and forms with employee information, reducing manual input
- use smarter forms to capture the right information first time
Opportunities for further improvement
The HR Service Desk will also help the team better understand the types of support employees need and the demand for HR services. This insight will help to identify opportunities to improve processes, reduce administration and continue enhancing the support they provide.
What's next?
Work is already underway on the system prepare guidance and training materials.
This first phase of the Service Desk rollout will focus on HR and payroll services, with a new IT service desk to follow and the potential for additional services to be introduced in future as part of a wider organisation-wide solution.
Updates will be shared as the project progresses with more information ahead of the launch.
Further information
For further information or questions about the project, please contact hr@eastlothian.gov.uk.