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BRINDABELLA
GROUP
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HR Support Desk
Software
System available now!
Imagine
your valuable employees communicating with your HR team or shared service
centre in the following ways:
- They call
a dedicated telephone number for HR which is answered promptly. Simple
requests for information or forms are handled immediately, but with
more complex requests, the employee is given a commitment as to who
will resolve the issue and the timeframe for resolution.
- Employees
send an email to HR to request assistance. Am immediate response is
given or a return email identifies who will resolve the issue and the
timeframe involved.
- Employees
log onto the HR web pages on the corporate intranet and search the Frequently
Asked Questions for a previous resolution to their current complex HR
issue. If the answer is not available, the employee completes an on-line
request, assigns a priority and receives an instant response detailing
who will resolve the issue and the timeframe involved.
- Employees
log onto the HR web pages and can see the status of their request and
its progress toward resolution, including if the request is passed to
a more senior HR team member or any other actions required such as discussion
with line managers or contact with an external organisation. Emails
also confirm these details.
Now
imagine the HR team:
- The more
junior members of the HR team answer the telephone and emails promptly
because the information they need to resolve the majority of requests
is provide to them on their computer screens. They can see who is calling
and their history of requests or current requests. They also have access
on-line to the previous advice given to this employee and to the more
general advice on the topic designed by the more senior members of the
team.
- HR specialists
can log onto a system and see that they have been clearly allocated
complex requests for resolution and what the priorities are in terms
of importance and response time. Each time they resolve a more complex
issue, they can record the advice and make it easily available to other
members of the team.
- HR managers
can see on-line reports that indicate the workloads in the team in responding
to requests, re-allocate requests to even out the workload and identify
any requests that have taken longer than the expected timeframe and
initiate action to resolve it or investigate. Further, the manager can
analyse the types of requests being received and pro-actively make changes
in resources or send out a broadcast email to employees addressing common
issues raised.
This disciplined
approach to providing services has been available for years in IT Help
Desks. Brindabella Consulting has worked with Richmond Systems in the
UK to develop a HR version of a simple Support Desk system. It offers
all the features described above in a fully configured package, including
integration with your corporate intranet.
More importantly,
it is available now in Australia and New Zealand
from Brindabella Consulting and HR Asia Pacific. Ring Gary
Hampson on +61 2 6239 6500.
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CONSULTING
HR Strategy
HR Metrics
HR Audit
Staff Surveys
HR Outsourcing and Advice
Facilitation and Planning
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Employee Communications
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Performance Systems
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Salary Policies
Competency Frameworks
Incentive Programs
Skills Audits
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HR Tender Evaluation
SOFTWARE AND SYSTEMS
360 Degree Feedback
HR Support
Desk
TRAINING
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SES Leadership Capabilities
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APS Values
Self Knowledge for Leaders
Communicating with Influence
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COACHING
Executive Coaching
Senior Executive Teams
RESOURCING
HR Specialists
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HR Competency Assessments
Ability Testing
Personality Assessment
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