24/7 Service Desk
Our Service Desk provides a single point of contact for all our customers, allowing maintenance requests, customer service issues and queries to be handled in a prompt and efficient manner. We believe that by giving our customers the correct advice in the first instance and by handling their requests efficiently, that we will always achieve greater customer satisfaction and ensure that additional costs are not incurred by having to rectify errors.
Our trained and experienced service desk operatives will service your request to completion by undertaking the following tasks:
• Provide 1st line customer support
• Log and co-ordinate maintenance requests received
• Diagnose the problem from caller information
• Operate and manage the CAFM system
• Assess the BMS system
• Liaise with the contract management team to plan required works
• Assess skill requirements against site team
• Dispatch appropriate site inducted service engineer to call out
• Dispatch appropriate specialist subcontractor (if appropriate)
• Provide customer feedback on response
• Monitor performance against KPI on all call outs
• Handle and resolve customer service issues
• Monitor outstanding works
• Ensure each customer is satisfied and notify customer of completed job
Our experienced service desk team and frontline operatives are fully equipped with the latest technology to ensure you receive the most effective and efficient service including:
• Innovative CAFM Management System providing real time contract data
• Vehicle Tracking to ensure most effective and efficient response
• Smartphone devices with the latest maintenance technology ensuring seamless data flow from the CAFM system direct to frontline engineers