One of the critical support areas in Integrated Facilities Management Services is help desk management. Help desk support involves understanding of the user’s problems, diagnosing the reasons and rectifying the same, simultaneously maintaining historic records of critical assets. We provide skilled staffing to operate the help desk.
- Handle Phone Calls
- Log Complaints
- Records Time
- Root Cause Analysis
Complaint handling procedure
- Establish a central point of contact for all information and monitor all services so that the operating conditions are maintained and quality of service provisions recorded
- Establishing / maintaining the necessary systems to log and record responses to problems as they occur as well as recording performance of equipment, systems and personnel
- Implementation of a complaint management system that maintains and evolves in line with the clients changing requirements over time
Preparation of Evaluation reports, snag reports, recording & analyzing nature of complaints, prioritizing & attending to the same being the key elements to reduce complaints.