Human resources management can be very challenging especially when there are diverse and multiple employees. You have to ensure the well-being of each employee and provide the essential resources for the work environment. With remote work and digital workflows, more companies are required to improve the quality of their HR support.
The HR department usually manages everything from employee onboarding to payroll to employee benefits. So they often respond slowly to employee requests and might resolve them after a long period. The workload, repetitive tasks, slow replies, and slow resolution can be frustrating for both HR and employees. In this article, we’ll discuss how an HR helpdesk can improve the workplace.
What is an HR help desk?
An HR helpdesk is a platform that HR teams can use to collect, manage, and resolve employee requests. It allows HR professionals to communicate with employees, keep track of issues and complaints, and provide feedback. It equips the HR team with efficient tools and ensures that employees can get support when they need it.
The HR helpdesk platform eliminates the need for calling HR on the phone, back-and-forth emails, and even having to approach them physically. The HR can simply receive and respond to employee requests from multiple support channels directly on the helpdesk. It allows HR to manage employee interactions and communicate more effectively.
What type of features does an HR help desk software typically have?
HR helpdesk software needs to be functional and easy to understand. Below are some key features to look out for.
1.Ticketing system
A ticketing system can automatically turn support requests into tickets, organize and categorize them, and then route them to the most appropriate HR staff. Multi-channel integration also ensures that HR support can get tickets from various channels in one single place. They can also create tasks for each request and reassign some duties to other staff.
2. Self-service portal
HR helpdesk can integrate with a self-service portal so employees can perform administrative tasks by themselves (log working hours, request leave, change bank info, etc). It can also serve as a resource centre where employees can access HR policies, employee handbook, onboarding documents and training manuals.
3. Reporting and analytics
The HR department needs to provide reports on employee challenges and the overall employee experience. The HR helpdesk helps to determine common requests and know the issues affecting team performance. It also provides useful analytics such as article views, types of requests, the most active HR support team, and response times.
4. Apps and integrations
An HR helpdesk can be more functional with the help of integrations. You can link to other business apps such as accounting systems, time-tracking applications, employee management tools, etc. This allows the HR department to access employee information from within the helpdesk.
5. AI and automation
AI and automation tools can improve the efficiency of the HR helpdesk system. For example, AI chatbots can reply to employee queries at any time, suggest help articles, and escalate complex issues to the HR team. Automation also helps to eliminate repetitive tasks such as employee onboarding, employee training, ticket routing, etc.
How can an HR help desk improve workplace efficiency?
An HR helpdesk system should lessen the administrative burden on HR practitioners. It should also be cloud-based so that employees can access it anytime and anywhere. Below are some benefits of implementing HR helpdesk.
1.Centralized HR system
An HR helpdesk helps to centralize all processes of the HR department on a single platform. It stores all employee information and conversation history for easier support.
2. Personalized Employee Support
Access to employee data allows HR support to understand what every employee needs and prefers. Using Employee Case Management systems, HR teams can track individual employee concerns and provide tailored solutions, ensuring that each case is handled efficiently and personally. For example, if an employee is facing a benefits issue or has questions about performance reviews, the system allows HR to quickly access relevant information and resolve the matter.
3. Automated ticketing
The HR department doesn’t have to create, manage, and record tickets manually anymore. All they need to do is respond to these tickets and work on resolving them.
4. Faster onboarding
Employee onboarding can be done remotely without any problems. HR can onboard quickly by sending documents (welcome letter, NDA/employment letter, login credentials, employee introduction, company guidelines, etc).
5. Remote working tools
The HR helpdesk should be integrated with collaboration tools such as Google Workspace, Slack, Zoom, etc. This allows employees and HR to communicate using them.
How can an HR help desk enhance the employee experience?
When employees are able to voice out their concerns and see the changes being made, they would feel satisfied. Let’s see how an HR helpdesk impacts the employees.
1.Easier access to HR support
Employees don’t have to make phone calls repeatedly and send multiple emails before getting the attention of HR. All they need to do is reach out via digital support channels.
2. Instant availability of information
With a knowledgebase or self-service portal, employees can find solutions to problems by themselves. They can also be updated about internal operations and processes.
3. Efficient employee onboarding
Every new employee should be well-informed and given access to content, software tools, and contact information. This ensures that they have everything they need for work.
4. Faster query resolution
Employees can be rest assured that HR support will fix issues about the company’s internal processes. It helps them to know that their complaints are being attended to.
5. Insights and analytics
Employees can submit feedback and share their opinions with the HR department. The system also helps to suggest ways to improve employee productivity and satisfaction.
