One Source News

One Source: how to access support

A dedicated team of support staff is available to assist you with any One Source queries. Available support covers the HR, payroll, procurement and finance functionality of One Source and includes direct assistance from the support team as well as self-service materials.
There may be times where queries are more complex and you need more direct assistance, and for this additional support you have two options of raising a support call:

Option 1 – Helpdesk module: The preferred option is to raise a support call within the One Source Help Desk module which will be directed to the relevant team for investigation depending on the category of your query. Details of how to use this function can be found in the Help Desk User Guide or by watching the how-to video.

Option 2 – Telephone: For employees that do not have system access, there will be a dedicated telephone line available that will give you a series of options to direct your call to the correct team. This number is 01922 65(4320). For One Source system, access or navigation queries or those relating to finance, procurement and system functionality, your call will be directed to the One Source first-line support team who will register your query and aim to resolve the call. Where this is not possible, it will be escalated to the relevant team to investigate further. For specific HR and payroll related queries, by selecting the appropriate option you will be directed to the correct team. 

A host of training materials, self-help guides and how-to videos have been developed, covering many aspects of the system and its various modules. These can be found on the training and support page on the One Source web pages. These materials should be your first choice for support, as many common queries are answered in these resources and it will likely be quicker for you to find the information you need, as well as further support your familiarisation with and understanding of the new system.