Services

A proactive and highly experienced service desk offering

In 2020, we handled over 1.4 million calls, 1.2 million jobs, 490,000 PPMs (planned preventative maintenance tasks) and 32,000 incidents. Our service desk operates 24 hours a day, 7 days a week, for 365 days a year.  

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.

Incident management

Incident management

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. 

One call

One call

  • We provide one phone number (and online portal) for client teams, technicians, or contractors to log service requests and follow up on activities.

  • We provide one place for all maintenance and incident issues, so site managers can concentrate on their role and their own customers.

  • We are always here for our partners. Our teams provide clarity and eliminate confusion.
We know our partners

We know our partners

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.

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, right through to when it was completed and how long it took.

  • Our systems capture a vast amount of intricate information: processing and utilising the data to generate powerful reporting, which assists us in identifying and analysing trends.
We own the end-to-end service request process

We own 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.
Training

Training

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.

Relationship building

Relationship building

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.