Web3 Good Internet Marketing How IT Leaders Use Help Desks To Improve Employee Experience

How IT Leaders Use Help Desks To Improve Employee Experience

Dmytro Lazarchuk is a co-founder and CEO of Relokia with over eight years of experience in digital marketing and data migration services.

According to Forbes Insights, 89% of executives at high-performing companies see a strong positive correlation between a superior employee experience (EX) and superior customer service. Meanwhile, the task experience—or having all the necessary tools and resources in place to accomplish work efficiently—is a key element of positive EX.

But how can you make sure that your employees have everything they need to get their work done if 1 out of 3 works exclusively from home and 21.8% alters between home and office? How can you provide them with quick and efficient tech support anywhere and anytime?

An IT help desk solution is the answer. It lets your employees quickly resolve their IT service requests, assists your newbies with technology setup and security protocols and shares information about new tools and functions and how to use them.

If you’re building or buying a help desk solution, be sure to look for or prioritize the following capabilities.

Omnichannel Support

Omnichannel support means leveraging multiple communication channels to provide a single unified support experience. Some of the channels IT help desk solutions offer include the following:

• Live chat messaging, accessible from computers and smartphones, makes it easy to get help no matter where your employees are—at home, in a coffee shop or in the office—without sacrificing security.

• Phone and SMS support allows your employees to receive timely IT support even if they have no internet connection.

• Email still remains a popular channel of communication.

With 61% of employees preferring to work remotely, omnichannel support becomes a major benefit that helps your employees achieve consistent workflows.

Self-Service Capabilities

Self-service options let your employees solve issues and find answers on their own anytime and anywhere without direct access to IT support reps.

Establishing a powerful knowledge base is the first and most direct way to point employees toward solutions. A knowledge base includes articles, FAQs, how-to guides and other helpful information that allow users to perform common IT fixes.

With employee self-service, employees can create tickets and service requests when an immediate problem fix or IT support is unavailable. Once created, they can check the status of their tickets and edit or delete them.

Omnichannel self-service technology boosts employees’ productivity because they can quickly resolve most issues without reaching out to an IT support person. It also frees support reps from handling mundane, repetitive requests so they can focus on tasks requiring hands-on assistance.

Automated Flows

Your support reps spend the lion’s share of their productive time on manual, repetitive tasks, such as rummaging through inboxes to distribute unresolved tickets, sending follow-up emails on ticket status to clients, and so on.

Luckily, workplace automation lessens the burden of redundant work for your agents. Your help desk solution should be able to automate all of these tasks:

• Incoming ticket routing spreads the workload evenly and assigns tickets to available agents who have the right expertise. Ticket prioritization ensures that the most urgent issues get addressed first. Ticket escalation allows your system to redirect tickets to a senior representative if the first agent to interact with the client can’t resolve the issue.

• Follow-ups automatically update employees on the status of their support requests.

• Surveys collect ratings to gauge employee satisfaction with help-desk ticket processing and resolution.

Automating these features allows your help desk team to do their job more efficiently.


Chatbots are another great way to introduce automation to your help desk workflow. Bots are AI-powered assistants that support basic conversation flows. Armed with natural language processing (NLP) capabilities, bots distinguish keywords and phrases in your employees’ queries and match them with keywords and phrases in your knowledge base. This helps employees find relevant information and handle the most common queries 24/7.

To help bots do their work with flying colors, do the following:

• Create short articles that address single, narrowly-focused topics.

• Title your articles using language and phrasing your staff might use.

If a bot can’t find answers to an employee’s query, the system will create a ticket and route it to the correct department.


Your IT help desk solution gathers data on numerous requests, tickets and issues. This information lets you gauge the performance of your support team and evaluate employee satisfaction levels. Here are four major metrics that offer valuable insights:

• Peak Times: Knowing which times and days your employees most often reach out helps you properly plan system maintenance, downtimes and help desk staffing.

• Common Questions: This metric indicates areas where you need to fill gaps or improve your help center content or employee training.

• Response Time: Check how fast your employees receive answers to make sure your help desk solution is up to the task.

• Satisfaction Level. Understanding how well you meet your employees’ needs is essential to building an effective flow. So, in addition to tracking satisfaction scores (typically measured on a five-point scale), pay attention to and establish a process for handling employee feedback.

Using these data to validate the impact of your team gives you visibility into how good your EX is and where there’s room for improvement.

Building The Best Help Desk For Your Organization

Your IT help desk is much more than just a knowledge base. It’s a tool that helps your company tackle daily issues, provide support and streamline processes to deliver a positive employee experience. Introducing omnichannel support, automating repetitive tasks and empowering your employees with self-service capabilities improves your company’s IT support service and increases employee satisfaction levels.

Keeping your employees happy is a great way to improve productivity, enhance customer satisfaction and fuel revenue growth.

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