Blog, Facilities Management

The Role of an Effective FM Help Desk

Sometimes, in buildings, things go wrong. The heating stops working, a pipe bursts, security is compromised. It’s often unplanned, unexpected and highly inconvenient for those impacted. But when there are multiple issues involving lots of different spaces, buildings and people, keeping track of what needs doing can become a complex task.

That’s where the introduction of a dedicated FM Help Desk can really add value.  Acting as a bridge between those who report issues and those who fix them, a well-organised help desk can help with a number of tasks, including:

  • Logging issues, problems or defects
  • Allocating and tracking jobs through to completion
  • Managing workflow to ensure SLAs are met
  • Escalating complex or problematic requests
  • Compiling data and insights
woman and man sitting in front of monitor at a help desk

Around-the-Clock Coverage

In addition, this type of facilities management support can offer an efficient and cost-effective way to deliver 24-7 support, meaning your clients get peace of mind from around-the-clock coverage whilst you benefit from timely and responsive support when and where it’s needed.

As a flexible function, a facilities management help desk can operate in a number of different ways.  It could be integrated with a concierge or reception function, have its own dedicated space or even work remotely from a different location to ensure you have the coverage you need.

FM Help Desk – Prioritising Safety and Comfort

Rather than simply fire-fighting a constant stream of issues, a helpdesk can allocate work based on pre-agreed priorities to ensure safety and comfort come first.  Potential problems can be pre-allocated into categories with associated response times, allowing your help desk personnel to operate effectively within approved parameters.

As an example, emergency issues could include:

fire break glass point

Secondary Incidents Managed by a Help Desk

Secondary incidents could include:

  • Health and safety concerns that do not represent an immediate threat
  • Flickering fluorescent lights
  • Burst water pipes
  • Overflowing facilities/toilets

Depending on the individual issue, further prioritisation could take place depending on the risk to security, buildings or health.

Your FM helpdesk could also support activities relating to pre-planned works, helping to obtain quotes, confirm work schedules and track completion.

FM help desk woman in black headphones holding black and silver headphones

Delivering a Robust and Responsive Service

A well-run help desk will provide a consistent and professional service that can provide management data, monitor activities of contractors and operational teams, provide an audit trail and can organise and prioritise workload.  This will address some of the most difficult aspects of the facilities role, freeing up your facilities management professionals to focus on exceptional issues rather than continually responding to the latest crisis.

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