Through problem solving and responsive follow up, our dedicated Service Desk manages jobs from inception to closure, driving jobs forward and going beyond service level agreements. Our teams are guardians of the work order process and serve sites efficiently and responsively while minimising risk. All service requests are documented with precision and we take pride in our agile response to the ever-changing needs of our partners.
Our Service Desks manage a wide range of issues including site closure, department closure, product contamination and accidents. For each incident, a detailed list of questions and processes ensures information is documented accurately. Our customers are updated as situations change, which enables them to make decisions quickly and minimise the operational impact.
One phone number and online portal provides a seamless experience for customer teams, technicians, and contractors (for reactive call-outs) when logging service requests and following up on activities. A central point for all maintenance and incidents means site managers can focus on delivering excellence for their customers.
We capture every interaction made on the service request including when the job is logged, when it’s passed, who it was passed to, what parts were ordered, the cost, when it was completed and how long it took.
We have a deep and intimate knowledge of our partners’ sites. Our teams are dedicated to specific sites and responsible for managing every issue, end-to-end. This level of interaction develops strong relationships with on-site teams, managers, field technicians and contractors.
We ensure that all service request descriptions provide the correct detail and are assigned to the right priority level and resource as quickly as possible. We also minimise technician involvement, overtime spend, and manage contractor spend when required.
If our partners are using City’s Mercury CAFM (computer-aided facility management) or their own system (or a combination of the two), we ensure systems are synchronised and up-to-date to show an accurate status. This real-time visibility gives on-site teams clarity and the confidence to do their job effectively.
Training is a continuous and conscious effort and we visit sites regularly to experience issues first-hand and appreciate the customer perspective. Our Service Desk teams are culturally and strategically aligned to understand our partner's needs and how issues have the potential to impact them directly. We actively consider the individuals we work with, and not just the trade and availability implications.