Microsoft Word - Helpdesk Telephone 16.12.14



Helpdesk ServiceFrequently Asked QuestionsWhat is the role of the Help Desk?The Help Desk provides a single point of contact for advice and support, 24 hours a day / 365 days a year as part of Clugston’s facilities management service to you.The Help Desk is accessible by the dedicated telephone number (overleaf) to ensure support can be maintained effectively for both in hours and out of hours reactive maintenance.The Help Desk System retains a full record of all help desk calls received.The System provides Clugston personnel with an up to the minute picture of all jobs recorded showing their current status, which provides for effective monitoring of progress to ensure all jobs can be completed on time and with the minimum of downtime or service interruption.What problems or jobs can I report through the Help Desk?The Help Desk will handle requests for faults, breakdowns and other problems for equipment and facilities as per the list of” in scope services” detailed below.It will not handle requests for work that is “outside of scope, or which constitutes a change or upgrade to existing services or for any new projects which would have to be properly scoped, planned and budgeted.If you are unsure whether or not a job is within scope, the Help Desk Operator will be happy to advise if you ring the request through.In Scope Services and FacilitiesAir conditioning, heating and cooling systemsExtract ventilation systemsExternal lightingCCTV systemFire alarm system and detection equipmentFire equipment (fire fighting/emergency lighting)Intruder alarmInternal and External lightingPAT TestingDomestic hot and cold water storage and distributionInternal electrical supply and distributionInternal gas supply and distributionMedical gas supply and distributionNurse call systemHydrotherapy poolBuilding structureLightening protectionBuilding fabric (e.g. doors/walls/fixtures and fittings/decoration)SignageLifts and lifting equipmentCatering equipment (Trust and domestic)Specialist bathsPlumbing - wash room and bathroom sanitary ware and fittingsSanitation and drainage systemPest control (internal and external)Snow and ice clearanceStreet furniture (e.g. external seating/waste bins/waiting shelters and canopies)Internal and external window cleaning, including internal glazingMaintenance of roadways/footpaths and car parksFences and gatesOutside of Scope Services and FacilitiesTelecoms services and equipmentIT services and equipmentGrounds – foliage and vegetationFurnitureNew projects/upgrades or changes to existing systems andinfrastructureCleaningCateringArt WorkWaste disposalWall washingSecurity GuardingHospital Television SystemPA SystemsHearing Induction LoopHELP DESK USER GUIDEYour Helpdesk number is changingFrom Monday 5th January 2015In Hours Contact 01724 748088Monday - Friday 08:45-17:00 (Excluding Bank Holidays)Out Of Hours Contact 07793 882109Monday-Friday 17:00-08:45, Weekends and Bank HolidaysEscalation ContactIf you are unable to contact an advisor on the above numbers, please see below emergency contacts:Ronnie Kewley 07799 436568Peter Stout 07809 551243How do I contact the Help Desk?The Help Desk can be contacted via the following telephone number in and out of hours:-01724 748088If I have a really urgent request, can I still ring or go to the FM Team on site directly?No, urgent calls should still be rung through to the Help Desk. The Help Desk Operator will assign the correct priority for the job, based on the information you provide and in the event that the request requires immediate attention, it will be passed on to the on site FM Team immediately.Why can’t I raise fault/job requests with the FM Team directly via e-mail, phone calls or face to face requests?The reason all requests must go through the Help Desk is so that a complete record of all calls can be maintained. The Help Desk Operator will have visibility of all calls and their status and will be tracking these on your behalf with the on site team to ensure that they can be completed on time and with the minimum of disruption to services.What information will I need to provide when I call the Help Desk?The Help Desk Operator will guide you through a series of questions to gather the necessary information for the attending Technician.They may also ask you to confirm certain points or take certain actions or checks to determine whether it is possible to resolve the problem quickly over the telephone rather than waiting for a Technician and suffering potentially unnecessary downtime. Rest assured, any checks or questions asked of you will be straightforward and of a none technical nature.You will need to provide:-Your name;Contact telephone number;A description of the problem - with as much detail as you can provide to help diagnose the problem effectively;The location of the problem. Please note, each room has an assigned room number which can be found on the door plate – see example overleaf;Any health and safety risks arising - which will enable the Help Desk Operator to correctly determine the appropriate priority level for the request.What happens after I log the request with the Help Desk?Each request recorded is allocated a unique reference number and this number will be given to Department Manager in an e-mail (where e-mail addresses are provided) confirming when it has been released to a Clugston technician for attendance.All jobs logged will be given a response and rectification classification depending upon the nature and severity of the problem reported, the location and any risks arising. This priority will determine how urgently the engineer attends and what will be the due date and time for resolution.3893185231775Priority LevelDefinitionResponse TimeRectification TimeRoutineA routine fault is one that is not seen as immediately detrimental and not causing significant operational problems, damage or harm to staff, patients, visitors and Trust property.48 hours48 hoursImportantA fault that will cause operational problems if not attended to quickly, or which may develop into an emergency if not remedied quickly.16 hours24 hoursMajorAny faults reported as being life threatening or serious enough to cause significant damage, harm or disruption.15 mins Estate2 hours Estate00Priority LevelDefinitionResponse TimeRectification TimeRoutineA routine fault is one that is not seen as immediately detrimental and not causing significant operational problems, damage or harm to staff, patients, visitors and Trust property.48 hours48 hoursImportantA fault that will cause operational problems if not attended to quickly, or which may develop into an emergency if not remedied quickly.16 hours24 hoursMajorAny faults reported as being life threatening or serious enough to cause significant damage, harm or disruption.15 mins Estate2 hours EstateFault Response and Rectification TimesFor example: a fault report of passengers trapped in a lift, a fire alarm, a broken window in a patient area, substantial leak/flood, or other hazardous health and safety condition would be classed as major.An equipment fault affecting service provision, a broken window in a non patient area, a leaking radiator, a minor leak, would be classed as important.A dripping tap, socket not working in a room which will not disrupt services (e.g. an alternative socket is available) or jobs where there is no immediate risk or loss or critical services would be classed as routine.Jobs classified as either IMPORTANT or MAJOR are attended to more urgently than those classed as routine.What do I do if the situation changes after I have placed the call?In the event that there are any queries or changes in circumstances which might affect the priority of the call between logging the call and the problem being rectified, the requester or their Departmental Manager should contact the helpdesk for update and further advice.What if I don’t have a record of the job reference number?Whilst it is not absolutely necessary to quote the reference number for the call, if the requester can provide this information, it will speed up the process for all concerned. However, in the event that the number cannot be provided, the Help Desk Operator will be able to track down the call based upon the answers to some questions provided by the pleting and closing a jobOn completion of a job, the Help Desk Operator will close down the call and the Departmental Manager will again be contacted via e-mail (if provided) to confirm that the problem has been rectified and the call closed.What should I do if I don’t agree that the call should be closed?If there are any queries regarding the status of a job, the requestee (or their Departmental Manager) should contact the Help Desk on the number provided at the top of this leaflet and obtain an update or additional information as necessary. The Help Desk Operator will then contact the site to make enquiries and where necessary, can re-open the job and request re-attendance of the Clugston Technician. ................
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