Internal helpdesk

The internal helpdesk is used by employees to resolve problems, requests and requests related to work and the workplace.

• Types of internal reports
  • There are three types of requests:
  • Problems with the user's device
  • Equipment requirement – need to buy something
  • Space request – a problem or an idea for improvement
• Solution procedure
• You may also be interested in
  • Administration

Types of internal reports

There are three types of requests:

• Reporting a problem – something is wrong
• Need to purchase – something is missing
• Idea for improvement

Problems with the user's device

A worker can create a problem report directly from the device they are using. In the device in use report, he/she will create a new problem for the device. This can be for a device that is in the user's personal care (e.g. phone) or a device that is shared (printer).

Equipment requirement – need to buy something

If an employee needs new equipment, he or she can either send a request directly from the company's inventory of purchased products, or write the request verbally

Space request – a problem or an idea for improvement

A new problem or opportunity for improvement can be established for each space. It is advisable to select a specific space in the space overview and create a new problem. Within the problem, it is possible to indicate that it is a suggestion not an improvement (problem type)

Solution procedure

Problems are registered within the internal helpdesk. After they are entered, they are forwarded to the staff in charge of the area.

• For equipment repairs and purchase needs, the request is directed to the employee in charge of the products (specified for the product)
• For rooms, the staff member responsible for the room is traced
• If the issue is created without a link to a device, location or product, it is in the helpdesk's new issue overview, where the internal helpdesk manager must assign it for processing (or process it himself).

Remember: By assigning the issue correctly, you can save your colleagues work and speed up processing considerably, as the issue will go straight to the desk of the person who will actually be working on it.

You may also be interested in

• More about the problem here
• The customer center problem is covered here.

Administration

For the proper functioning of the helpdesk you need

• Create an area in which its administration takes place
• Set the work rights in this area for the people who are working on the request (the active users group in the administration area)
• Set the area in the TSK module administration as an area for the internal helpdesk (administration > TSK module)