/ solutions / people operations / policy helpdesk
The policy helpdesk runs on the handbook, not on a person
Employees bring people operations the same policy questions all day: what the plan covers, how carryover works, who approves a role change. Every answer already sits in the handbook or a plan document, and a person reads it out one at a time. We build a helpdesk agent over that material that answers in plain language, cites the passage it came from, and sends only the genuinely new question to a person.
The helpdesk is a person reading the handbook out loud
The questions arrive all day, and most of them repeat: how much leave is left, what the health plan covers, how to change a beneficiary, what the travel policy allows, who signs off on a transfer. Each answer is written down already, in the handbook, a benefits summary, or a process doc. The work is finding the passage and reading it back to each person who asks.
So the helpdesk runs on whoever knows where the answer lives. When that person is out, the queue waits on them.
The agent answers from your own policy and shows the passage it used
We build a helpdesk agent over the handbook, the plan documents, and the process docs the team already maintains. An employee asks in plain language and gets the answer back with the section it came from, so it can be checked against the policy instead of taken on trust.
It answers from your material, not the open web, so a plan detail it quotes is the one your plan actually carries. When more than one policy bears on a question, it answers from the one in force.
A person handles the genuinely new question, not the hundredth repeat
The repeat questions stop reaching a person. What reaches them is the case the material does not cover yet: the edge the handbook never anticipated, the call a policy leaves open. When the team answers one of those, the answer goes back into the agent, so the next person to ask gets it without the team writing it out again.
The helpdesk stops being a desk someone staffs and becomes something employees serve themselves, with a person kept for the questions that need one.
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Scope it against the questions that come back every week
Tell us which policy questions repeat and where the answers are written down, and we scope the agent. Or email hello@mcintoshsystems.com.