Most companies obsess over customer experience.
They map out every journey.
They measure every interaction.
They coach agents on empathy, tone, and response time.
But ask those same companies how internal employees get help from IT, and the answers look different.
Delayed responses
Confusing portals
Tickets lost in email
Support that feels like an inconvenience
The message becomes clear. Customers matter more than employees.
That’s a problem. Because every internal interaction is part of your brand. Not just for users, but for the people building and supporting your systems.
The employee experience is infrastructure
When someone joins a company, the first thing they experience is IT. Laptop setup. App logins. VPN access. Account provisioning.
If that goes smoothly, everything else feels organized.
If it goes poorly, trust breaks before day one is even over.
IT isn’t just a support function. It sets the tone for how employees experience their work environment. And when systems fail or support drags, productivity drops fast.
Projects slow down
Teams work around tools instead of with them
Frustration builds between departments
This isn’t just an operational issue. It’s cultural.
Why internal support should be treated like customer support
Think about what you expect from a customer service team:
Fast response times
Clear answers
Ownership of the issue
A consistent tone and experience
Your employees want the same things.
They don’t want to be bounced between teams.
They don’t want to repeat their issue three times.
They don’t want to hear, “We don’t support that system.”
Internal users are customers too. And they often have more at stake. Their ability to do their job depends on getting help quickly and clearly.
How to build an internal IT experience that works
At Nectar, we help companies turn IT support into a true enablement function. That means designing it with the same care you would for external users.
Here’s what that looks like:
Dedicated Tier 1 IT support
Trained agents who understand your systems, workflows, and internal culture. Not just generalists, but actual partners to your teams.
Real SLAs for internal requests
Tickets with deadlines. Escalation paths. Visibility into progress. If a sales tool breaks, someone should own it. Ideally fast!
Multi-channel access
Employees don’t always want to open a ticket. Chat, Slack, or even a hotline should be available for urgent or high-impact issues.
Feedback loops and tracking
If your teams are submitting the same requests every week, that’s not just noise. That’s a system signal. Use it.
The payoff: better systems, better morale
When internal users feel supported, they take more ownership. They explore tools. They log issues sooner. They trust the process.
And when IT feels respected and resourced, they operate better.
They resolve more tickets.
They collaborate across functions.
They stay longer.
This is how good systems stay good.
It’s how companies scale without chaos.
And it starts with treating internal support as an extension of the brand. Not a backoffice task.