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Is there a Help Desk to assist end users?

April 26, 2017assist help desk Users

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Is there a Help Desk to assist end users?

1 Answer

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NIH has initiated a three-tier approach for supporting the NIH Capital HR User Community. Tier 1 questions are supported by HR Systems Support (HRSS). HRSS is the first line of contact for answering Capital HR questions for the NIH User Community. HRSS representatives field calls from NIH users and attempt to provide immediate solutions. To reach HRSS, call 301-451-1436. If HRSS cannot easily solve a user problem, they are required to route questions to Tier 2, Capital HR Project Team. The Capital HR Project Team is comprised of members who have specific expertise with the Capital HR product. The Capital HR Project Team will attempt to provide a resolution. If a system problem exists that needs further investigation, the Capital HR Project Team will escalate the problem to Tier 3, DHHS Program Support Center (PSC). The PSC will resolve the problem and make any system modifications to Capital HR if necessary.