An employee using a helpdesk

What is an employee helpdesk?

In any organization, it’s easy to focus solely on the challenges customers might face. But, employees also encounter their fair share of setbacks when undertaking their responsibilities—which ultimately has a significant impact on the success of your business. 

So, how can employees more efficiently resolve challenges as they arise? That’s where an employee helpdesk comes in. Think of it as a customer support center exclusively meant to serve your staff. This article will demystify everything about an employee helpdesk by answering the following questions:

  • What is an employee helpdesk?
  • What are the essential components of a helpdesk? 
  • What are the advantages of having a helpdesk department in a company?

Defining an employee helpdesk.

An employee helpdesk is a multi-faceted software controlled by an internal IT team. It looks into concerns or questions raised by employees, automatically forwards them to an agent who can help and updates the employee about the resolution status. 

An employee helpdesk includes a ticketing system where a rep logs in all queries for effortless tracking and resolution. If you have any issue or question, all you have to do is submit a ticket via a company email, an online form, or directly through the helpdesk. The system facilitates the systematic capturing, categorization, resolution, and collection of feedback. 

Usually, when an employee is satisfied with the helpdesk resolution, they can close the ticket and submit feedback. On the contrary, if the employee isn’t happy with the solution, they can reopen the ticket for further review. 

Some larger organizations opt for a department-specific helpdesk—for example, a marketing helpdesk solely dedicated to addressing marketing-related issues. However, others (mostly smaller organizations) prefer to have a centralized helpdesk for resolving any employee’s challenges. In essence, helpdesks assist employees with technical issues such as:

  • Installation and usage of computer systems
  • Troubleshooting network connections
  • Password recovery or resetting
  • Setting up or accessing company email
  • Systems maintenance 
  • Other software problems

What are the benefits of AI-powered employee helpdesks?

When implemented appropriately, an employee helpdesk can offer the following benefits:

A centralized location for all internal support requests.

Say farewell to all the unnecessary status report requests by implementing an employee helpdesk in your business. Employees can submit tickets, track the progress or status, and close the ticket upon resolution. 

Proactive development of solutions.

It is not surprising for an organization to have long-term, recurring technical concerns. But that’s not an issue with an internal helpdesk. Once the software gathers a sizable amount of information concerning the problem in question, employees can use that knowledge to identify potential weaknesses and rectify them. 

Creation of detailed submission records.

An internal helpdesk software often makes it easy for employees to refer to previous resolutions when facing similar challenges. That way, they get to determine what work was done and how they need to respond to related issues going forward. 

Faster resolution of issues.

Getting the assurance that their issues will be resolved promptly enhances the employee experience, keeping them motivated and happy. Ultimately, employees who face fewer technical challenges and have their problems solved quickly are more productive and contribute to a higher bottom line. 

Optimal simplicity.

An AI-powered employee helpdesk keeps the problem’s resolution process incredibly simple by organizing the request tickets by the urgency and complexity. That way, the system can easily assign the tickets to team members better suited to handle specific requests or queries. 

What are the essential components of a helpdesk?

An efficient employee helpdesk must have some essential components that facilitate its smooth and concise operation. Here are five crucial features of a helpdesk:

An automated ticketing system.

Employees are continually facing technical problems or issues with their long-term projects, and the helpdesk team is their only option for seeking resolutions. However, only a handful of technical issues can be resolved on the spot or via a one-on-one meeting. Therefore, an automated ticketing system comes in handy in collecting queries or concerns that need extensive research or multiple discussions before coming up with a resolution. 

With an automated ticketing and tracking system, an employee needs only to pick out the issue they may be facing, submit a request via email or online portal, and monitor the current status to see when their case will be resolved. Meanwhile, the helpdesk team can more easily organize, manage, prioritize, respond to, and resolve every ticket. 

A powerful issue tracker.

An issue tracker is an essential component of an employee helpdesk. It facilitates the efficient recording of challenges and bugs employees experience in computer systems or software products. 

Consequently, support agents, managers, and engineers can keep an eye on the problem until it gets resolved successfully. In the meantime, they can keep providing employees with real-time updates on the status of the issues they raised. 

An internal knowledge base.

Just like customers’ challenges, employees also benefit from an internal knowledge base with a self-service portal that enables effortless ticket monitoring. In this scenario, the IT department can  refer to the knowledge base to publish FAQs and common how-to’s as well as private internal articles that employees can reference to resolve issues by themselves. 

Note, the knowledge base will barely create any impact unless you make it part of your organization’s culture and publish up-to-date content from the IT team. 

Helpdesk automation.

Without automation,  the helpdesk wouldn’t be able to assign a new ticket to the right agent, send reminders when a ticket’s due date passes, or change the priority to “high” when it hasn’t been answered within a specific period. 

In other words, automation enables the support staff to customize the work environment, facilitating efficient ticket resolution based on urgency, technicality, criticality, etc. 

Integration.

We bet your company already utilizes tons of software and apps for accounting, email, messaging, project management, virus blocking, bug tracking, budgeting, and more. An employee helpdesk is the missing piece of the puzzle that you need to access and monitor all the software at once. 

This integration enhances collaboration between different departments, enabling faster resolution of tickets. For instance, an excellent ticketing system should import tickets from the email, draw the employee’s data from an external source, pass through the time-tracking app, etc. 

Conclusion.

Hopefully, this post helped you understand what an employee helpdesk is, how it can benefit your company and the features that constitute an effective helpdesk. Remember, implementing a top-class helpdesk is the foundation for enhancing the employee experience. When an employee is assured of getting assistance anytime they need it, their motivation and productivity improves. This translates to exquisite service delivery and customer satisfaction. 

Interested in seeing what a helpdesk could do for your organization?