Quality & Performance - Helpdesk
We use our Helpdesk to log, schedule and manage every task we undertake and it is central to the way we assess our performance. The Helpdesk enables us to plan audits, record information and analyse results, to see where improvements can be made and meet contractual obligations.
Helpdesk provides us with a communication tool which is transparent, reliable and efficient.
How it works
Our Helpdesk is an integrated software system which enables us to effectively organise and report on all facility management services. The system stores and tracks all planned and reactive tasks, audit schedules and results and complaints, as well as our performance set KPI (Key Performance Indicators) and SLA (Service Level Agreement).
It also enables us to track all tasks and the stage they are at, up to competition. This readily available 'real time' information allows us to regularly update our clients on the exact stage of any raised job. As the Helpdesk permits an open and transparent relationship, we consistently improve the quality of our services.
Operated by a team of multi-skilled Helpdesk Administrators, the system is a valuable tool used to respond to client needs, ensuring the smooth running and efficient turn around of all tasks.
Before we commence any contract we prepare a detailed plan of periodic tasks specifically tailored to the needs of clients. The Helpdesk Administrator will then upload the tasks on the system and assign them to a relevant individual or subcontractor and set them to repeat these tasks at a specified frequency. Once a periodic task is entered into the Helpdesk system, the relevant individual will automatically be alerted of the upcoming tasks and be responsible for them. The Helpdesk Administrator will be further responsible for monitoring and managing the tasks, ensuring their timely completion.
Reactive tasks work in a similar way, although clients can specify relevant information, such as a priority response time and can view progress notes for Andron employees and sub-contractors as part of the day-to-day reactive task management. Reactive tasks, request and complaints are regularly monitored and updated through the Helpdesk with the functionality to produce user-friendly reports. Before any reactive task is logged as completed on our Helpdesk it is our policy to ensure that the client representative, who raised the task, is completely satisfied. This allows for any non-conformity to be highlighted, rectified and if necessary, escalated to higher management.
The Helpdesk also has the capability to create site-specific performance audit questionnaires, forming part of Andron's quality monitoring process. Questionnaires and the frequency that they are completed are agreed with our clients before contracts commence, as are the percentage scores given for each answer. Once all the specifications have been agreed the Helpdesk Administrator will upload the audits and assign them to an Auditor, who will be alerted of the required audit on their Smartphone.
Andron Facilities Management currently holds SIA Approved Contractor Scheme status for the provision of Security Guarding.