HR Help Desk: Definition, Benefits, Guide and Process

The human resource department is essential in ensuring the smooth functioning of the company. HR managers have many responsibilities, from recruitment and documentation to managing legal and compliance issues. Similarly, one of the indispensable duties of HR also includes handling employees’ problems and queries. Without an HR help desk, your managers spend more time and resources manually managing employee issues.

An HR ticketing solution automates this whole procedure. Thus, employees can now obtain assistance more quickly and easily whenever they want it. This system also streamlines HR procedures, such as managing employees’ documents and onboarding new hires.

This blog will help you thoroughly understand an human resource (HR) help desk, its significant benefits, and its must-have features, improving your subject knowledge.

What is an HR Help Desk?

An HR help desk, also called an employee help desk or ticketing system, is an organization’s software to submit and resolve employee queries and issues.

Employee help desks are designed to facilitate smooth communication between employees and managers. Moreover, they give managers clear visibility into employee queries, complaints, and requests.

Employees can submit their query requests online or via email through the system. Furthermore, every ticket submitted contains precise information required to resolve queries or issues immediately.

Moreover, HR helpdesk software can seamlessly integrate with the employee self-service portal, providing all employees access to a browsable knowledge base.

Activities of the HR Help Desk

This activity serves as the first-stop solution for employees to submit any query or issues regarding company policies, documentation, training-related questions, IT-related queries or problems, admin work, and more.

Human resource help desk software manages these inquiries, giving HR managers and the workforce a clear understanding of the procedure. This enables the employees to be directed quickly to where they can find the solution to their query.

Using the software’s data, HR can identify what details should be added to a specific inquiry or what extra communication may be required to solve the query.

Benefits of Using an HR Help Desk in Your Organisation

Some significant benefits of using an human resource help desk in the organization are:

1. Automation

HR ticketing system helps simplify several processes, such as:

• It automates incoming queries or requests.
• Prioritises and assigns them to the respective team to resolve the issue.
• Eliminates the traditional manual process of handling the issues.

It saves a lot of HR’s time, which allows them to invest in more essential tasks.

2. Accessibility

There is no need for your employees to be physically present to access the HR help desk solution. They can access it from any location and at any time, like:

• Employees don’t have to wait for office hours to get answers to their queries; they just need an internet connection and a device to submit their query requests.
• HR managers can improve the overall employee experience, regardless of whether employees work remotely, hybrid, or from the office.

3. Effectiveness

An employee ticketing solution gives HR managers access to check the status of the employees’ query requests in real time:

• This helps minimize frustration and guarantees the quick resolution of issues.
• All queries are registered and recorded in the system’s database, ensuring no query is left unattended.
• This system categorizes and prioritizes the employee’s query requests from various sources, including email, Slack, live chat, and more.

4. Documentation

An employee help desk provides thorough data of previous communication, which helps to ensure that all the policies and regulations comply, such as:

• It assists human resource managers in showing that their actions for query or issue resolutions are timely and appropriate.
• Additionally, it offers a searchable database of earlier issues. This tool is essential for HR managers who need more data to make well-informed decisions.

5. Economical

The company’s overall efficiency improves by eliminating the traditional manual process, which can:

• Reduce operational costs by providing efficient and practical support to their workforce.
• Keeping employees happy and satisfied increases their productivity and reduces the chances of employee turnover, reducing recruitment and training costs.

5 Must-Have Features of the HR Help Desk

Here are the five essential features.

1. Easy-to-Use Interface

An easy-to-use interface is necessary for the human resource and operations department to record and track tickets towards completion. This way, employees will avoid seeing too many features.

2. Automated Workflows

The procedure is streamlined through automated workflows, from raising the query to its resolution. This feature makes it possible for HR to respond to each inquiry swiftly and effectively with the least amount of manual work.

3. Reporting and Analytics

This tool enables HR managers to track, manage, and analyze all the issue requests in real-time. Analyzing gives the HR department a greater insight into the trends and problems that the employees of their company are having.

4. Customization & Integration

Numerous employee help desk systems are specially designed to meet the company’s needs. It easily integrates with other systems like the HRMS (human resource management system). This feature facilitates smooth communication between the workforce and the respective department and avoids missing essential inquiries due to isolated information.

5. Security & Privacy

The human resource help desk provides a secure communication route between users and HR managers to prevent unwanted access to private information. Moreover, access permissions should be tailored to ensure only those with permission can access particular information.

Wrapping it up

Organizations aiming to increase efficiency and streamline employee communication should consider investing in HR help desk software. With this software, your HR team can easily manage employee requests, queries, and issues in a productive and timely manner.

It reduces issue resolution time and offers a deeper understanding of the trends and concerns that develop inside the organization.

Explore features provided by Factohr’s employee self-service portal. This portal allows your employees to raise tickets for any concerns or demands with a simple window. The solution’s powerful and customized features allow you to modify it according to your requirements.

FAQs

How to Find the Best HR Help Desk Tool?

Finding the best human resource help desk tool involves evaluating features like a user-friendly interface, scalability, integration capabilities with existing systems, robust reporting and analytics, customization options, security measures, and responsive customer support.

Additionally, considering peer reviews and demonstrations can help make an informed decision that aligns with your organization’s specific needs and objectives.

What is HR Support?

HR support is the backbone of a positive employee experience. It encompasses all the services provided by the HR department to employees. Whether an employee has a fundamental question about a company policy or needs guidance on a complex issue like compensation or a workplace conflict, HR support helps them. They act as allies, offering information, resolving concerns, and ensuring fair treatment.

How Can a Human Resource Help Desk Help an Organization?

A human resource help desk efficiently resolves HR-related queries, ensures consistent policy communication, enhances employee experience, provides data-driven insights, supports compliance, and assists management in decision-making. It is a central resource for streamlining HR operations and improving organizational effectiveness.

What are the Duties of HR?

HR professionals wear many hats, handling a wide range of company-related tasks. One essential function is recruitment and onboarding. They attract qualified candidates, conduct interviews, and make hiring decisions. They also guide new hires through onboarding, ensuring a smooth transition into their new role.

Payroll management is also an HR responsibility, guaranteeing accurate and timely processing of employee salaries and deductions. Beyond these, HR fosters a positive work environment by handling employee concerns, grievances, and disciplinary actions.

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