Spingate : Saving your organisation time and money
Phone: +44 (0) 7703 599 782 E-mail: info@spingate.co.uk
Spingate Consulting is a trading name of
Spingate Investment Management Limited.
© Spingate Investment Management Limited 2013
Communication is at the heart of any
good facilities management service
Key to this is the facilities
management helpdesk
The helpdesk - whether its called a helpdesk, contact centre, call centre, hub, contact point or whatever - is the link between end user and service delivery. It must therefore give all who contact it the confidence that their issue or query will be resolved efficiently and effectively:
Helpdesk Design
We can support you in designing the helpdesk you need by helping you with the specification of the following:
- Operating style
- Communications interfaces
- Size and location advice
- Technical requirements
- Advice on interfaces (phone, e-mail and web chat)
- Staff requirements
- Staff training
Helpdesk Implementation
Once you have a design for your helpdesk we can help you to get it up and running by helping you with:
- Procuring and selecting a suitable supplier or helping you to set up your own in-house helpdesk
- System selection
- Staff selection and recruitment
- Staff taining and development
- Advice on the look and feel of the helpdesk
- Writing of processes, procedures and user guides
- Development of operator scripts and FAQs
- Developing and implementing a communication strategy for the helpdesk
- Development of performance management systems
- Design and development of helpdesk reports
- Development of on-going staff training programmes
Helpdesk Optimisation
How well is your helpdesk working?
We can review your existing helpdesk and identify what is working well and where there are areas for improvmement. This can include but is not limited to:
- Understanding how effective end users feel it is working
- Understand how well it works for contractors
- Understanding staff needs and effectiveness
- Reporting review
- Areas for technological improvement
- Improving the look and feel of the helpdesk
- Process and procedure review
- Improving the user interface and user experience
Governance and Management System Review
Just how well are your suppliers and services being managed? By carrying out an assessment of your existing FM processes and management systems we will help you to understand if they are ‘fit for purpose’ and if there are any gaps that expose you to risk or potential non-compliance. This will allow us to work with you to develop a unique action plan to support both operational efficiency, risk mitigation and compliance.
A good helpdesk can make a real difference to your facilities management service but a bad one can lead to dissatisfaction with the facilities management service as a whole.
h e l p d e s k
d e v e l o p m e n t
a n d o p t i m i s a t i o n
