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.
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 and minimise operational impact.
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.
We know our partners inside out
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.
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.
Comprehensive 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.
Building strong relationships
The Service Centre is designed to meet our customers’ needs completely. 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 the individual sites and allowing them to build strong relationships with the on-site teams, managers, field technicians and contractors.