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 Payroll and Rewards


​Help desk service agreement

Customer service statement:

The Help desk unit of Payroll is committed to delivering quality customer service by:

  • Striving to ensure customer satisfaction

  • Responding to request for support with published time frames

  • Interacting with faculty and staff in a respectful and courteous manner

  • Requesting feedback from  opportunities for improvement

  • Continuously working to improve the quality of service

  • Regularly reviewing and monitoring established performance indicators


Method for requesting assistance/service.

The Payroll Helpdesk acts as a central point of contact for payroll queries, including Leave management queries. Staff and external clients may submit queries by sending:

Phone: Call the Help desk (x3502) or 021 959-3502



Hours of Operation:

Assistance will normally be available from

Monday to Friday

8:30 a.m.  to  4:30 p.m.

Phone coverage may not be available at all times due to staffing limitations. Request can be submitted by email 24 hours a day.

Setting Priority Levels for Request:

The Help Desk will make every effort to resolve issues at the time of the service call. This will be the initial method for resolving issues before assigning a priority level. Help desk staff will log and assign priorities for all request not resolved at the time of the call, based on specific definitions. Request will be handled according to the priority assigned to them.

The following table describes the priority levels assigned to request for Payroll queries problem resolution with associated response and completion time commitments.




Response Time

Completion Time

V. High

A problem that affects the entire University Community or a group of users

Within 1 hour

Within 4 hours


A problem with no with kn​own workaround solution

Within 2 hours

Within 1 working day


A general service request or problem with workaround solution

Within 6 hours

Within working 2 days


A service request that does not require immediate attention or involves long range planning

With 3 working days

Within 5 working days

Payroll Management

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