Service Desk

Managing jobs from inception to closure

Our highly experienced Service Desk operates 24/7 all year round, operating as a highly proactive liaison between our partners and the field teams

Through problem solving and responsive follow-up, our Service Desk manages jobs from inception to closure, and drives jobs to the agreed service level requirements. In 2020, we handled over 1.4 million calls, 1.2 million jobs, 490,000 PPMs (planned preventative maintenance tasks) and 32,000 incidents.  

We're guardians of the work order process (including accurate data collection) and serve our partners’ sites efficiently and responsively. Established over 25 years of experience, our proven and approved processes and procedures minimise risk for our customers. We document all detailed service requests with clarity and precision and take pride in our agility in responding to the ever-changing needs of our partners.

Managing over 45 different types of incidents

Managing over 45 different types of incidents

Our team deal with issues from site closure, department closure and product contamination, through to accidents. Each incident has a specific list of detailed questions and processes captured by the Service Desk to ensure information is documented and escalated to our partners and, in some cases, the Health and Safety Executive (HSE). We keep our customers updated as situations change to help them make decisions quickly and minimise operational impact.

One call and one dedicated system

One call and one dedicated system

We provide one phone number and online portal for customer teams, technicians, and contractors (for reactive call-outs) to log service requests and follow up on activities. There is one place for all maintenance and incident issues, so site managers can concentrate on their role and their own customers. We're always here for our partners, and our teams provide clarity and eliminate confusion.

Systems management

Using one dedicated system, we capture every single interaction that is made on the service request: when the job is logged, when it’s passed, who it was passed to, what parts were ordered, every penny spent on the job, right through to when it was completed and how long it took.

Designed to meet our customers’ needs

Designed to meet our customers’ needs

We have a deep and intimate knowledge of our partners’ sites. When service requests are placed, we drill down and perform triage through additional questions to send the right resource and parts at the right time.

Each team is dedicated to determined sites and is responsible for managing every issue, end-to-end. This constant level of interaction empowers our team to meet the customers' specific needs, giving them a thorough understanding of individual sites and enabling them to build strong relationships with on-site teams, managers, field technicians and contractors.

Owning the end-to-end service request process

Owning the end-to-end service request process

We ensure that the service request description provides the necessary details, has the correct priority/attention, and goes to the correct resource as quickly as possible. All while minimising technician involvement, overtime spend and, when needed, managing contractor spend.

Whether clients use City’s Mercury CAFM (computer-aided facility management) software, their own system or a combination of the two, we keep the systems up to date and in sync, including showing the latest ETA and status information. Real-time visibility helps give the on-site team a positive experience.

We trace jobs through to completion and ensure proper data collection for cost management, service quality management and insight.

Trained to the highest level

Trained to the highest level

Our Service Desk teams understand what's important to our partners and how issues impact them directly. They actively consider the potential impact on individuals we work with, not just not the trade and availability implications. Training is a continuous and conscious effort, and we visit sites to experience issues first-hand and appreciate the customer perspective.