“On the helpdesk, we support our customers across the UK, covering our Scottish, Northampton, Bradford and Barnsley Schools contracts as well as our Birmingham and Solihull Mental Health Trust and MOJ (Ministry of Justice) prisons operations.
The FM helpdesk is usually the first point of call for any customers reporting faults about the equipment or the fabric of the building.
Customers entrust us to help them fix a problem or issue that could have an impact on the key public service they are providing.
For example, if upon arriving at a school, there is a fault with any of the classrooms, our teams need to ensure we get this backup and running as quickly as possible to enable lessons to go ahead safely and as planned.
Likewise in prisons, if specific systems fail, this can put the security of the prison at risk as well as the safety of prisoners and prison staff.
So, as the first point of contact, it’s vital that we have the experience and knowledge to ensure we capture all the relevant information that our teams on the ground need to respond quickly, fix problems first time, and get critical services back up and running.
The 24/7 service we run allows us to be there when our customers needs us. This has also been true throughout the pandemic due to the vital public services we support. I started working from home when the COVID-19 crisis hit, but for the FM helpdesk and our customers it’s been business as usual.
The use of data and insights is becoming increasingly more important - and we are using this to help shape the service we deliver. If a common fault keeps getting reported, we can flag this to our client and work in partnership with them to limit the chance of these happening again - thus saving them time and money.”