Integrated Helpdesk

Integrated Helpdesk

All of our customers can report issues or request operational changes through our 24/7 service desk, which is managed through an integrated, bespoke Computer Aided Facilities Management (CAFM) system.

The single helpdesk solution can be easily managed by our on-site guest services or Facilities Management team, via our centralised service desk, or a mix of both.  It is driven by hard services technology but often managed by customer-facing site teams, ensuring triage of the problem is swift and communication to the customer proactive.

Our CAFM software provides the basis of the asset management planned and reactive maintenance operating system and is linked to our innovative compliance auditing iPortal software, providing a living record and ‘electronic logbook’, displaying all statutory compliance, report sheets for auditing and for clients to view.

Using our CAFM system and Client iPortal, we can deliver seamless interaction between asset stewardship and workflow management.  These systems make sure that our clients have an asset management system based on a common database, with easily retrievable and reliable information in real-time.

Our combined systems provide increased efficiency with minimal disruption by:

  • Identifying frequent failures
  • Evolving a critical spares list
  • Deploying engineers with the right skills
  • Smart, intelligent scheduling
  • ‘Right first time’ approach by all staff

Our central service desk is available 24/7/365 with experienced helpdesk operators, trained to meet our clients' requirements and service levels

When new tasks are raised these generate automatic updates to the nominated key stakeholder, so that everyone is kept updated with progress until actions are completed.  When the work orders are closed, the history is retained for auditing purposes and for future reference if required, giving full transparency and up to date information all accessible from a computer, mobile or tablet.

Our operational teams have tablets and mobiles so they have visibility of allocated tasks and contract or project KPIs, even when they’re out on site.  Additionally, they can access real-time national diaries via our systems, so we can resource works remotely, as well as real-time picture capture, sending pictures directly to the helpdesk.

We are committed to keeping our clients’ and customers’ data safe and we comply with the most recent General Data Protection Regulation (GDPR).  All our data is housed in the UK and we operate a full Disaster Recovery system which can be quickly in place in the event of a major failure.