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Glossary

What is Internal Help Desk?

Just like a conventional help desk is a platform where customer, client or end user can find information and ask for support related to an organization’s products and services, similarly, an internal help desk is an internal platform of an organization that delivers help desk support services internally to various departments and employees of the organization. Instead of help desk outsourcing, organization recruit employees on its own payroll and train them to offer help desk services to take care the needs of its departments and employees. The main intent behind establishing an internal help desk is to provide assistance and resolve problems and quires of employees.

Customer satisfaction is directly proportional to employee satisfaction. If an employee is unhappy, then it will affect his efficiency and productivity. If an employee is unhappy, then it may cause the customer suffer. That is why organizations consider their employees support team as their internal customers who deserve the best conditions and support to deliver first-rate customer service.

Organizations use especially designed software to manage their internal issues like IT issues, administration related cases and employee queries. Such software usually uses an intuitive help desk ticketing system to manage issues. The ticketing system enables employees submit their requests/queries straight into the system using the Embedded Request Submission Form. Organizations use specifically designed software to give their employees a systematized, all-inclusive structure that makes their jobs easier and help achieve higher employee satisfaction.

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