Helpdesk

Morrison operates a Facilities Management Helpdesk from our central FM office in Bedfordshire.  This service operates twenty-four hours a day, seven days a week, ensuring that all inbound call information is recorded, processed in accordance with set service level agreements e.g. calls can be prioritised as Acute, Emergency, Urgent and or Standard to the clients preference. All calls are monitored to ensure job closure and customer satisfaction. 

Morrison has a highly experienced Helpdesk Manager who oversees a dedicated team of enthusiastic operators. The team are trained in customer services and have technical experience relating to all aspects of facilities management. 

All Helpdesk operatives are fully conversant in the Concept 500 system. Each contract is assigned named helpdesk staff, the number of which will be determined during the tender process for each contract. These dedicated operators will work with the client to ensure the best possible usage of the Helpdesk facility. The larger Helpdesk team will be briefed on each contract to ensure full cover at all times.

The Concept system is designed for single to multiple site operations and for management and control of multiple FM services and/or service providers. The concept software enables the Helpdesk to produce reports for performance monitoring purposes, records the time the call was placed and the time of completion. The software can also generate other statistical information typical of a database such as trend analysis.

The Helpdesk takes on in the region of 700 - 1000 calls a week dealing with all facets of FM including: Reactive faults, incidents, complaints, plaudits, Assets replacements & Lifecycle, warranties, Issues of Health and Safety, PPM (Planned Preventative Maintenance), Security, Cleaning issues, catering issues, pest control, waste, Building fabric issues and any other requirements as set out in a agreed Morrison/client service level agreement.  The Helpdesk prides itself on ensuring that the correct information for the task in hand is collated and presented to the engineers to ensure timely completion and customer satisfaction.  Customers are kept informed in respect of ETA’s or any potential disruptions to service.

The Morrison Helpdesk is structured into three areas - Inbound and Job allocation, Follow-ups and Job Sign offs and Administrational support (Keep and maintain assets registers, insure key performance indicators are being met, answers queries and complaints etc).

As part of Morrison Helpdesk day-to-day, weekly and monthly operation quality checks are conducted in order to maintain and review services. These include monitoring priorities; ensure job closures and identification of system enhancements.

Once a work flow's have been logged into the Helpdesk and assigned for completion, Helpdesk is in constant liaison with our team of field area managers, whom report on job progress, conduct regular quality audits and communicate on any issue that prevents a job from being closed or delayed, in order for us to keep the end user up to date at all times.