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HR Helpdesk - Your Primary Contact for employee related questions

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What is the HR Helpdesk?

The HR HelpDesk is the primary point of contact for employment related questions for GNWT employees, managers and supervisors. 

When should I contact the HR HelpDesk?

If you have a human resource related question, you should first discuss with your Supervisor. It is also recommended you review the Employee Services section of My HR and the Human Resource Manual as the information you may be looking for may be available in this section. If you still require assistance, you can initiate contact with the HR Helpdesk (see contact information below).

Here are the links to My HR and the Human Resource Manual:

Once you initiate an email or phone call to the HR HelpDesk, a Customer Service Representative will assist you by creating a “ticket” for your human resource related question(s), offering solutions or forwarding inquiries to Operators on the HR HelpDesk who can best provide solutions.

The Operators who will be responding to you are the experts in the various areas of Benefits Administration, Payroll, Data Management and Human Resources.

Once a ticket is created, it will be routed to the applicable Operator to provide you a response.  Service standards to provide where a ticket is to be routed to an operator is 30 business days. In complex files, this may take longer, however updates should be provided to advise of the status of your ticket.  * Please note that urgent matters such as not receiving any pay, or password resets are responded to within 5 business days, or sooner.

Examples of the employee related questions that would go to the HR Helpdesk include:

Benefits Administration:

  • Medical Travel Assistance
  • Relocation Assistance
  • Ultimate Removal Assistance
  • Dental
  • Pension
  • Public Service Health Care Plan (PSHCP)
  • Maternity/Parental leave


Payroll:

  • Missing hours
  • Payroll deductions
  • Retroactive payments
  • Record of Employment
  • T4 slips

Human Resource Information System (HRIS):

  • Password Reset
  • Issues viewing certain screens in HRIS
  • Leave codes
  • Leave balances
  • Time reporting problems
  • Manager Self-Service issues
     

HR Helpdesk Best Practices

When contacting the HR HelpDesk, please keep the following in mind:

  • Before you call the toll-free number, ask yourself if you can leave a voicemail message in 30 seconds or less. If not, an email would be more appropriate.
  • Provide your full name, Employee ID number and phone number
  • If you are a manager or supervisor inquiring about employee that reports to you, provide your employee’s full name and employee ID.
  • Outline the matter you require assistance with. Please note the HR HelpDesk’s primary function is to assist with the Human Resource Information System (HRIS) and employment related issues. Questions related to Outlook and the network should be sent to the Technology Service Centre at tsc@gov.nt.ca . 
  • If you have already contacted the HR HelpDesk and are following up, please include the reference number you received when you first logged the question. This will assist the Customer Service Representative to access the original ticket.

 

HR HELPDESK CONTACT INFORMATION

The HR HelpDesk is open 8:30 a.m. to 5:00 p.m. Monday to Friday.

Phone: 867-678-8070 ext. 15468

Toll Free Phone: 1-866-475-8162
Email: HRHelpDesk@gov.nt.ca