FES FM operates a 24 hour Helpdesk which supports our clients 365 days a year. The Helpdesk provides a single point of contact for clients to report any problems or service issues. The Helpdesk is an integral part of our Maximo CAFM system and provides our Helpdesk operators with full data and financial management of consumables budgets for each client property. The Helpdesk also provides clients with performance and progress information of each call through to completion.
The Diagram below illustrates the FES FM Helpdesk call management process from initial contact through to closure. All reactive calls are logged within our Helpdesk system which is linked to our Maximo CAFM system.
By logging this data we are able to spot trends within the reactive call logs which may point to an underlying issue with an asset or service. Through this analysis we are able to monitor individual contract performance, manage risk and resolve issues to avoid asset or service failure.
The FES FM soft or hard services operative in attendance will ask the designated client representative to sign-off all reactive requests, once these have been completed to their full satisfaction. We encourage clients to provide feedback on the speed, quality and effectiveness of our response through our web based customer satisfaction form.