HR Service Desk
Employee queries, tickets and HR response performance.
Open tickets
74
Resolved (30d)
312
Avg response
6.2 hrs
Satisfaction
82%
Ticket register
Current| Category | Open | Resolved | Avg response | Breached SLA | Satisfaction |
|---|---|---|---|---|---|
| Payroll queries | 28 | 118 | 4.1 hrs | 6 | 79% |
| Leave & rota | 18 | 84 | 5.2 hrs | 3 | 85% |
| Records & documents | 12 | 46 | 8.4 hrs | 5 | 76% |
| Benefits | 8 | 32 | 7.0 hrs | 2 | 84% |
| Policy questions | 5 | 20 | 9.1 hrs | 1 | 88% |
| Other | 3 | 12 | 6.0 hrs | 0 | 90% |
HR Service Desk index
Payroll queries60%
Leave & rota67%
Records & documents74%
Benefits81%
Policy questions88%
HR service desk tickets
Employee queries with SLA tracking · acting as HR Manager · click any row to open the record
| Reference | Employee | Site | Category | Priority | Assigned to | Status | Record | |
|---|---|---|---|---|---|---|---|---|
| HSD-1000 | Tunde Bello | Gwarinpa Supermarket | Payslip query | Normal | Fatima Yusuf | In progress | View record → | |
| HSD-1007 | Grace Otu | Apo Pharmacy & Store | Bank change | High | Ngozi Eze | New | View record → |
Open tickets
74
Resolved (30d)
312
Avg response
6.2 hrs
Satisfaction
82%
Weekly change
+2.4%vs last week
Ticket coverage
91%+3pp
Operational workspace — what is happening
HR Service Desk status board
LivePayroll
40
Leave
57
Records
74
Benefits
91
Policy
108
Other
125
Ticket register
Current| Category | Open | Resolved | Avg response | Breached SLA | Satisfaction |
|---|---|---|---|---|---|
| Payroll queries | 28 | 118 | 4.1 hrs | 6 | 79% |
| Leave & rota | 18 | 84 | 5.2 hrs | 3 | 85% |
| Records & documents | 12 | 46 | 8.4 hrs | 5 | 76% |
| Benefits | 8 | 32 | 7.0 hrs | 2 | 84% |
| Policy questions | 5 | 20 | 9.1 hrs | 1 | 88% |
| Other | 3 | 12 | 6.0 hrs | 0 | 90% |
HR Service Desk activity feed
Live feed- Payroll update08:15HR Service Desk record changed at Wuse 2
- Leave update09:40HR Service Desk record changed at Gwarinpa
- Records update11:20HR Service Desk record changed at Apo
- Benefits update13:05HR Service Desk record changed at Warehouse
- Policy update15:35HR Service Desk record changed at Head Office
HR Service Desk work queue
6 in queueReview payroll items
People Ops
Review leave items
People Ops
Review records items
People Ops
Review benefits items
People Ops
Review policy items
People Ops
Review other items
People Ops
Analytics workspace — why is it happening
HR Service Desk trend — last 7 days
Last 7 daysMonTueWedThuFriSatSun
HR Service Desk mix
Payroll30%
Leave24%
Records18%
Benefits12%
Policy9%
Other7%
HR Service Desk by site
Wuse 2GwarinpaApoWarehouseHead OfficeFleet
HR Service Desk ranking
Ranked#1
Payroll queries
60%
#2
Leave & rota
67%
#3
Records & documents
74%
#4
Benefits
81%
#5
Policy questions
88%
HR Service Desk heatmap — site × period
Heat map| Payroll | Leave | Records | Benefits | Policy | Other | |
|---|---|---|---|---|---|---|
| Wuse 2 | 85% | 96% | 57% | 99% | 57% | 83% |
| Gwarinpa | 48% | 88% | 69% | 56% | 72% | 43% |
| Apo | 48% | 51% | 79% | 95% | 81% | 97% |
| Warehouse | 78% | 83% | 73% | 65% | 73% | 77% |
| Head Office | 53% | 59% | 96% | 77% | 63% | 43% |
HR Service Desk scorecard
Multi-factorManagement workspace — exceptions & approvals
Exception centre
3 openPayroll exceptionPeople Ops
HR Service Desk threshold exceeded at Apo
Leave gapPeople Ops
HR Service Desk coverage below target at Gwarinpa
Records backlogPeople Ops
Outstanding ticket items require review
Pending approvals
Awaiting sign-off- ReviewApprove ticket changesHR Manager
- ReviewSign off monthly positionHead of HR
- ReviewRelease exportsPeople Ops
Manager action queue
Assigned| Action | Owner | Due | Priority |
|---|---|---|---|
| Close hr service desk exceptions | HR Manager | 20 Aug | Low |
| Publish hr service desk update | People Ops | 31 Aug | Medium |
| Review ticket thresholds | Head of HR | 15 Sep | Medium |
Escalations
Routed upwardEscalation — Payroll exceptionEscalated
HR Service Desk threshold exceeded at Apo
Watchlist — Leave gapEscalated
HR Service Desk coverage below target at Gwarinpa
Executive intelligence — what to do next
Executive summary
Auto-generated · demoThe service desk resolved 312 tickets in 30 days at 82% satisfaction. Payroll queries dominate volume and records requests breach SLA most often.
Health score
Strong
Opportunity score
Strong
Risk score
Critical
Confidence
Strong
Key insights
- HR Service Desk performance is strongest at Wuse 2 and head office.
- Apo drives the majority of hr service desk exceptions.
- Month-on-month hr service desk trend is improving slightly.
Business risks
HR Service Desk exposure
Unresolved ticket items concentrate at Apo and Gwarinpa.
Manager capacity
HR Service Desk follow-up competes with daily trading duties.
Growth opportunities
Standardisation
A single hr service desk standard across sites removes variance.
Automation
Automating ticket checks frees HR time for higher-value work.
Performance highlights
Open tickets
74
Resolved (30d)
312
Avg response
6.2 hrs
Satisfaction
82%
AI recommendations
Confidence weightedStandardise hr service desk process
Apply the Wuse 2 model group-wide.
85%
Escalate Apo hr service desk gaps
Weekly review with the branch manager.
88%
Automate ticket alerts
Threshold-based notifications to owners.
78%
Forecast
Projected ticket volume and coverage for the coming week.MonTueWedThuFriSatSun
Recommended actions
- 1.Review hr service desk exceptions
- 2.Approve pending ticket items
- 3.Publish hr service desk update