Managed Helpdesk PP Slides 2009

FMDirectDemonstration of Managed FM Helpdesk Services

Mike Dowling Director

FM Helpdesk: Facilities Management Made Easy

2 04/10/23

Company

Head Office in Coulsdon, with clients throughout the UK.

We work directly with clients and via Business Partners.

We consider ourselves amongst the market leaders in managed Help Desk, Room Booking, PPM and FM solutions.

Mission Statement To provide our clients, high quality, innovative and

affordable business support solutions.

FM Helpdesk: Facilities Management Made Easy

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FMHelpdesk Structure

Project ManagerOverall strategic

responsibility direct to client

Client

FM ConsultantResponsible to PM and

Client

Post Set-up SupportSupport Team responsible for ongoing maintenance, support

and upgrades

Set-up TeamCombination of FMHelpdesk Support Staff and FMDirect

Consultants

Help Desk TeamCombination of permanent and

part-time staff, 24/7 shift rotation responsible for service delivery and client/contractor interface

Helpdesk ManagementImplementation Structure

FMDirectPartner strategic

responsibility

iiS Ltd.Software design company

responsible for product development and customisation

FM Helpdesk: Facilities Management Made Easy

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Facilities Help Desk– Managed Enterprise FM– Contractor Management

• Outbound calls by priority• Outbound txt to mobiles by priority

– SLA Compliance• Monitor response times• Call escalation

– Work Order Issue• Email or text

– Client/Contractor Update– Audit Trail– Reporting (on-line/emailed)– 8am - 5pm – 8am cover

Products/Services

Systems– Office Backup

• Dual Telecoms Providers

• Dual Internet Links• UPS – 30 minutes• Recovery to external

offices

– System Structure• Hosted Application• Hosting Centre Benefits• Dual Hosted PABX• Automatic routing• Manual Failover

FM Helpdesk: Facilities Management Made Easy

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FMHelpdesk Features– Automatic Email to

Contractors– Contractors, SLA’s,

Escalation & Work Monitoring

– Reporting, Resource Usage

– Colour Traffic lighting– Labour, Stores,

Materials Costs

Software Features

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Benefits

Improved Customer Service

Call Escalation & Jeopardy

Centralised Contact/Data

Reporting & Call Metrics

Calls Managed to Closure

Web Access

Real-time Work Monitoring

SLA Compliance

Managed Helpdesk

Managed Helpdesk

Managed Helpdesk

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Software Screenshots

Demonstration

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Login Screen

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Main Screen

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Add Work Order Screen

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Add Work Order Screen

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Add Work Order Screen

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Add Work Order Screen

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Add Work Order Screen

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Add Work Order Screen

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Add Work Order Screen

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Add Work Order Screen

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Add Work Order Screen

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Add Work Order Screen

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Add Work Order Screen

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Add Work Order Screen

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Add Work Order Screen

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Add Work Order Screen

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Add Work Order Screen

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Add Work Order Screen

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Add Work Order Screen

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Work Monitor Screen

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Reports

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Reports

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Reports

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Main Menu

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Presentation EndEmail enquiries@fmdirect.co.uk

Demonstration