A vague and an open ended conclusion can be , there aren't too many queries or concerns now. But thats to an extent is invalid, because if the volume of queries was higher earlier without the help desk, it cannot subside now.
Every initiative needs to be promoted till the point of acceptance. Communication through emails and posters are essential. However, a greater level of promotion is required to create a greater impact. A new system requires a change in the habits, which is time taking and needs reinforcements initially to be established.
Create a detailed plan for the next three months with Townhalls and focus group meetings.
Get all your business leaders to own this promotion. In the first round , get the top leaders speak to the employee at the open house format or Townhalls. Let the employees hear the top leader talking about it . Let them ask every questions related to it.
In 3-4 weeks , arrange for focus group meeting with selected team members who can influence others to act. Send the message across and get them to share why is it helpful.
Identify a SPOC [single point of contact] from each team to anchor the queries initially .
In some months time, the habits will be formed and the usage will increase. But you need to actively work for it!
Wish you all the best !
As you have such big strength, employees will certainly want to speak to somebody for their admin/HR related work. In the end, the success of the helpdesk will depend on the efficiency and quality of communication by the employees therein.
Consistent effort has to be made to promote the helpline.
And remember, Help line is to help and Solve the issues, If solution is not being provided effectively and the cases are not being closed on first call, then the helpline looses its value.
All the best.
-Web-based Self-Service Knowledge Management System - available 24/7, thus provides convenience to employees with questions
-Frequently Asked Questions (FAQs) functionality - employees first search the HR support section of the website to see if their question was already answered for another employee. If not, they enter the question and await an answer by email.
-Improving First-call Resolution- it is accomplished by ensuring that the HR help desk person receiving the call has the skills needed to solve the problem right away. This improvement minimizes total resolution time, increasing Employee satisfaction.
-The HR Ticket process - simple and has just the functionality you need to log and track requests to manage employee enquiries
A new ticket can be raised by an HR Agent by completing a web form while on the phone or face to face with an employee, or automatically from an employee sending an email to the HR Team. The request can
- Resolution of queries on Chat
-To have a better connect with employees add some Tag Line to HR Helpdesk like....HR Helpdesk......."We CARE"..
1. It works as a Query system enabling each employee to get most of the information on line through an integrated employee data base.
2. It provides facilities for redress of grievances & complaints through a work-flow based system, with auto escalation to a higher level in case employee does not receive a timely feed back.
Experience reveals that an employee does not like to use a Help Desk which can not track what happened to the issues/ complaints initiated by him/ her. Help Desk has to provide some sort of accountability at various levels to make it effective.
I am not aware of the automated HR environment that supports your Help Desk operations, but surely you can visit the 'EmpXtrack' website to have an idea on how state of the art software systems are enabling HR to manage a large workforce.