Employee IT Self-Service Portal

The IT self-service portal offers several valuable features, including:

• Service Catalog: The Service Catalog can help users locate approved services that their organization offers. If you make this menu the first choice, your users will be able to see all the services your organization offers. They can also filter by category or use the search bar to narrow in on specific services. To submit a request for an approved service, users can simply click the appropriate service catalog item, provide information on the service request screen, and click Request Item. Service Catalog provides users with a comprehensive and user-friendly menu of all offered services.
• Help Desk Knowledge Base: By providing employees with knowledge base software, you can empower them to resolve issues independently, reduce tickets, and accelerate problem resolution times. Moreover, Service Desk’s AI features can help streamline the process, predicting users’ needs and guiding them to the appropriate resources.
• Service Level Management: Service Desk can also simplify SLA management and monitoring. Not only can you manage SLA breaches and receive alerts whenever you’re falling short, but you can also monitor long-term results to see where you’re doing well and where there is room for improvement. Using Service Desk’s Service Level Management feature, you can define service targets, set timer indication thresholds, define scope, stay on top of SLA breaches, and more.
• Mobile Application: The SolarWinds Service Desk app is available for iOS and Android devices, meaning you and your employees can access the support and resources needed to stay productive while on the go. Agents can make approvals, track their work queue status, scan new assets into inventory, and update records from anywhere thanks to the mobile application. , but you can easily switch to other modules by clicking the menu icon. Other modules include incidents, service catalog, changes, change catalog, computers, solutions, tasks, and notifications.

Using a self-service help desk offers plenty of benefits to your organization. Not only can an employee self-service portal increase efficiency and save labor hours, but it can also lead to more satisfied workers.

In fact, companies often see immediate increases in efficiency and productivity when they implement employee self-service software. Both personnel and managers will likely save labor hours, in addition to frustration, when they no longer need to spend time every day navigating requests and questions. Not only can employees take care of those types of matters on their own, but they can do so from anywhere—even their home. As a result, they’ll save time and can gain more control, leading to feelings of empowerment.

For instance, an employee self-service portal might include a “Commonly Asked Questions” section where employees can investigate questions and solve problems on their own, without waiting for assistance from a human agent. The effect is two-fold: these employees will have greater autonomy as well as faster resolution times, while the agents who would otherwise have to field those requests will save time, energy, and resources.

Since your ESS portal will be available around the clock, employees can retrieve information and resolve issues at their convenience, even if they run into an issue outside of regular working hours. A self-service help desk is much easier to scale alongside growing organizations.

In general, the best ESS solutions provide ease and visibility to help improve employee productivity and reduce stress levels. By letting employees submit and track their service tickets through the ESS portal, you can reduce the time they spend worrying about the status of their requests, letting them return to their work knowing their request will be addressed.

Generally, the self-service workflow starts when end-users notice an issue. Then, they can log into the self-service help desk to gain access to a variety of resources.

Next, it’s time for users to explore the information in the portal. They can browse through the knowledge base, read the FAQs, or conduct searches to find answers to their questions or solutions to their issues. SolarWinds’ self-service portal makes this part easier, as not only does it provide AI algorithms, but it also allows organizations to highlight top solutions.

In some cases, users can discover solutions to their problems and resolve issues without assistance. However, if this isn’t possible, they can fill out forms with relevant information and submit requests.

Throughout the entire self-service workflow, the portal should maintain a user-friendly interface with clear instructions, intuitive navigation, and responsive design. Automation and integration with backend systems are essential to ensure accurate data recording and seamless process management. The goal is to empower users to independently perform tasks, obtain information, and resolve issues, while minimizing the need for direct interaction with support teams and promoting efficient utilization of resources.

Make it easy to find IT Self-Service Portal

To ensure employees are getting the most out of your employee portal software, you’ll want to do everything you can to make your software easy to use—and that starts with making your self-service portal easy to find.

Facilitate finding specific resources

You can also go a step further by making it easy for your users and employees to find the specific resources they need. You can accomplish this by customizing your self-service portal or employing an artificial intelligence-driven search function capable of predicting what users may need. Clearly label your service categories, ensure information is organized logically, and keep it simple throughout the entire process.

Simplify and standardize formats

Try to use consistent formats when possible, as this will enable users to navigate and understand your resources faster.

Enable the mobile version

Also, allowing employees to access information on the go through a mobile application can make a major difference, providing incredible convenience to workers no matter where they are or what time it is.

Keep the portal updated and complete

Also, remember that your employee portal software isn’t a one-and-done thing. You’ll want to collect feedback from users and audit your knowledge base regularly. This will ensure the content included is easy to understand and still relevant.

Show employees how to use it effectively

Finally, you’ll want to provide clear communication and training to ensure everyone knows how to use self-service software effectively. After all, a platform is no good if everyone is too intimidated to use it.

By following these best practices, you can ensure that your employee help desk software is effectively adopted, benefits both employees and the organization, and contributes to a streamlined and efficient work environment.