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iTrent Support Service

The Service is for

Business to Business

Service Description

The iTrent Support Service is provided by IS to the iTrent Support and Systems teams in Human Resources. The service provides a mechanism to:

  • Log issues in the iTrent system and to request changes and fixes from the supplier - Midland HR
  • Facilitate loading of data and reporting

Contact Details

Users can contact the iTrent Support Service as follows:

Sub-Services

The following services are a sub-service of the iTrent Support Service:

  • Triage Service: on receipt of new issues or requests for change an analysis is carried out to determine the severity and urgency of the new issue in order to determine the most appropriate course of action
  • Development Service: facilitating the fixing of bugs and upgrades to the delivered code from the Midland HR supplier; facilitating the testing of bugs and upgrades; facilitating the migration to the live service
  • Configuring user profiles

Additional Support Information

Service Hours

  • The iTrent Issue Log Service is available to the authorised users at all times
  • The Triage Service is available from 09:00 – 17:00, Monday to Friday except for  Public and agreed Queen’s holidays
  • The Development Service is available from 09:00 – 17:00, Monday to Friday except for  Public and agreed Queen’s holidays

Support Hours

  • The iTrent Issue Log Service is supported from 09:00 – 17:00, Monday to Friday except for  Public and agreed Queen’s holidays
  • The Triage Service is supported during the agreed service hours
  • The Development Service is supported during the agreed service hours

Outside of Agreed Support Hours, access to the Service may be affected due to system upgrades, maintenance etc.

Service Owner

Girvan Bell, iTrent Support
g.bell@qub.ac.uk or Tel. 028 9097 6284

Key Monthly Payrolls

  • Main QUB
  • Non Staff Pay
  • Modified Payroll System
  • Pensioner Payroll
  • Student Payroll

Queen’s IS Department has a standard response time to all Incidents & Requests (Available Separately). Any Incidents or Requests in relation to the Service will be responded to within the agreed timeframe. Please note that these response times refer to normal supported hours. 

Outside of the agreed service hours, the agreed escalation points are as follows:

  • Level One escalation
  • Level Two escalation
  • Level Three escalation
    • Seamus Doyle, Director (Information Services Director)
    • s.doyle@qub.ac.uk or Tel. 028 9097 6346

Response to out of hours escalation is on a best endeavours basis.

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