Our service desk operates 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.
We are guardians of the work order process, including accurate data collection, and serve our partners’ sites both efficiently and responsively. To minimise risk, we rarely deviate from the established approved process and procedures that have been established using our 25 years’ experience. 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 clients.
We handle over 45 different types of incidents, dealing with issues from site closure, department closure and product contamination through to accidents and even fatalities. Each incident has a specific list of detailed questions and processes that is 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 clients updated as situations change to help them make decisions quickly.
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.
Our service desk teams are trained to a high level and understand what is important to our partners and how issues impact them. They not only consider the trade and availability implications, but also the impact on the individuals we work with. Our training is a continuous and conscious effort. We also visit sites to experience issues first-hand and appreciate the customer perspective.
Each team is dedicated to specific sites, managing routine maintenance workflows and handling issues for these locations. This constant level of interaction gives the team a more thorough understanding of the specific sites and allows them to build strong relationships with the on-site teams, managers, field technicians and contractors.