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Help Desk
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Desk Booking

Visitor Management
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Reprographics Management
Audio Visual Management
Management Information
Performance Monitoring

 

Help Desk

FM Easy Help Desk provides your staff with a quick and easy way to enter and monitor their requests for services - the simplest requests require entry of a single field - the problem!

FM Easy automatically pre-completes details of the requester, ensuring minimum fuss when entering new requests.

It is quick and easy to set up new help desks (for example HR, Catering, Cleaning, IT, etc) and each help desk can operate to its own applicable working hours and service level targets. Each can also have differing user specified required data - for example you could request users enter their payroll number for HR requests, or an asset code for IT requests.

The system proactively monitors progress of each and every request, with alarms at an appropriate time prior to them missing service levels targets, highlighting potential problems in time for their resolution without breaking Service Level Agreements (SLAs).

A comprehensive set of management information reports and graphs allow management staff quickly to prove quality of service, compare departments, buildings, staff, and identify areas of excellence and areas requiring attention.

The Help Desk Module Delivers:

  • Improved customer service
  • Multiple help desks through a single system
  • Management information
  • Improved efficiency
  • Reduced completion times
  • Savings in time and money

Key Features include:

  • Proactive Service Level Agreement monitoring with alarms in time to resolve issues before breaking SLAs.
  • Any number of user defined help desks, with unique user defined associated working hours, SLAs and data fields.
  • Interfaces to FM Easy Asset Management and other commercial asset management packages
  • Comprehensive site management information reporting including real time business indicators showing current performance down to team member or individual request level.
  • Ability to use multi-disciplined staff to help cover multiple help desks in times of need such as to cover unexpected absence.
  • Job costing and invoicing where required.
  • Ability to add notes at any stage including post completion.
  • Easy to use graphical performance monitoring
  • Complaints and user re-submissions handled
  • Email integration

Any questions?


Help Desk in Action

A user notices a bulb out in their office. They go into FM Easy and add a new request. FM Easy knows who they are and where they sit, from their network log on details, so it is simply a case of entering the problem details - 'Light bulb out'. Hit Send!

The Help Desk staff receive the request, open it and assign a priority. From this the system calculates the relevant SLA and hence the target completion date and time.

The end user, if they wish, can monitor any requests within the system and they will now see the request is 'in progress' and the allocated target completion time.

Once the bulb is replaced the FM staff close the call. The full resolution details are again fully visible to the requester via the Intranet.

Simple, fast and efficient.