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Enhancing Employee Support with Oracle HR Help Desk

Nizam Mogal

Nizam Mogal

Enterprise Applications Architect

Is your enterprise using Oracle HCM Cloud and yet to fully explore the benefits of Oracle’s latest HR Help Desk solution in the Redwood experience?

In this blog, I will delve into why enterprises should consider implementing Oracle HR Help Desk solution and how it can transform employee support processes. From expanding the scope of requests to improving employee relations case management, the Oracle HR Help Desk offers a range of features and capabilities that can enhance employee experiences and streamline HR operations.

01. Moving Beyond Emails

In my experience collaborating with various enterprise clients, I have noticed a common trend of over-reliance on email as the primary channel for HR support. 

This approach often results in communication inefficiencies and delays in response times. With the Oracle HR Help Desk, you can broaden your support channels to encompass web-based and chatbot options for employee assistance. 

Requests can be effectively routed to the relevant teams, streamlining the support process, and enhancing the overall employee experience.

Having all enquiry data in one system also enables valuable insights, such as identifying the most common enquiries and optimising your People Services accordingly.

02. Powerful Knowledge Base

The Oracle HR Help Desk offers a comprehensive knowledge base that empowers employees to find information independently.

Employees can search through knowledge articles and previously submitted requests, all in one centralised location. 

The system also suggests the most relevant knowledge articles based on employee enquiries, enabling support colleagues to be more efficient.

I have witnessed how this feature promoted self-service and empowered employees to find answers to their queries quickly and easily.

03. Extensions and Flexibility

The Oracle HR Help Desk provides extension options that allow you to tailor the solution to your organisation’s specific needs.

Through my assistance, clients have experienced the benefits of expanding the HR Help Desk beyond generic enquiries to address a wide range of HR and Payroll process requests. These requests include capturing information related to amendments or cancellations of terminations, flexible working arrangements, study requests, enrolment in pension schemes and more.

These enhancements have provided employees with a convenient and comprehensive solution to engage with People Services, resulting in an elevated overall experience.

04. Employee Relations Case Management

Managing employee relations cases, such as disciplinary or performance issues, can be complex and time-consuming.

The Oracle HR Help Desk offers a dedicated app for case management, eliminating the need for manual spreadsheets. I have seen almost all the clients’ using spreadsheets.

The case management app can be extended to capture relevant information at each stage of the case procedure, from the complainant stage to the appeal stage.

This extension streamlines the management of employee relations cases, provides real-time insights into case status, and reduces average resolution times.

The separate app also ensures controlled security and eliminates the need for custom security settings.

05. Wrap Up

Implementing Oracle HR Help Desk solution can significantly enhance employee support and streamline HR processes.

By leveraging its features, such as multi-channel support, a robust knowledge base, extendable options, and a dedicated case management solution for employee relations, enterprises can deliver personalised and efficient support to their workforce.

The Oracle HR Help Desk empowers employees to find information independently, improves case management procedures, and enhances the overall employee experience.

Interested in discovering the untapped potential of Oracle HR Help Desk and taking your employee support to new heights? Feel free to contact Nizam Mogal via email at or use contact us form.  

Nizam Mogal
Enterprise Applications Architect

Nizam Mogal
Enterprise Applications

Nizam Mogal

With 20 years of global experience as an applications architect and consultant, Nizam specialises in enhancing employee, student, and customer experiences while streamlining business operations through Oracle products.

Nizam has a successful track record of implementing Oracle Fusion HR Help Desk, encompassing both the Redwood and Classic versions, for large enterprises with substantial HR departments.

Leveraging his profound expertise in Oracle technology, Nizam brings invaluable insights and experience to ensure a seamless and successful implementation that aligns with your organisation’s unique needs.

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