Keeping a facility running smoothly is not an easy task for any organisation. Managing internal and external queries can be time consuming, and, if not handled correctly, can cause unhappy employees and customers.
To help ensure this doesn’t happen, EMCOR UK provides a dedicated helpdesk to provide a professional, courteous approach to the handling of all your facility needs.
Available 24 hours a day, 365 days a year, EMCOR UK’s helpdesk receives, records, and communicates with the appropriate teams to resolve any number of problems that arise throughout the course of a day, or night. For ease of use, all queries are systematically tracked through EMCOR UK’s facilities management system.
Once in the system, requests are prioritised—prior to issuing them to the maintenance team, which helps avoid inefficiency.
Requesters then receive email updates when a particular status changes, so they are constantly aware of how requests are progressing to resolution.
In addition to managing and scheduling site-based teams, the helpdesk can manage non-site based mobile mechanical and electrical (M&E) and building fabric teams. EMCOR UK’s helpdesk manages both planned and unplanned maintenance activities and service, from the initial work request through to completion.
The helpdesk staff can even match job tasks to specialist subcontractors when they’re needed, while also obtaining estimates, gaining approval of costs, establishing priorities, and initiating maintenance activities across the contract.
The helpdesk is also responsible for reporting key performance indicators (KPIs) and service level agreements (SLAs) on a monthly basis. This reporting provides transparency and performance visibility to each of our customers. We also monitor and benchmark contractor performance to help ensure the delivery of savings.
Many of our existing helpdesk personnel have either worked in customer-facing environments or have had experience from other call centre environments with a direct, public-facing role. EMCOR UK’s helpdesk personnel are continually trained to a high degree of competency to help set the standard of services expected by our customers.