The Facilities Management (FM) Help Desk is the front door of their department. “Facilities Management consists of many different trades that maintain the campus,” said Mike Bailey, assistant director of Facilities Management and Help Desk team supervisor. “The team routes inquiries to the correct trade shop to assist in solving issues and concerns.”
With more than 30,000 work orders processed per year, the team of three works diligently to prioritize and respond to inquiries at a high service level. The Help Desk team also tracks and monitors more than 13,000 pieces of equipment using Computerized Maintenance Management Software (CMMS). This includes mechanical systems in buildings, heating/cooling systems, sprinkler systems, cooling towers, landscaping equipment, and golf carts. With all of these moving pieces, no two days are ever the same. “That’s the fun part,” added Lori Giese, a Help Desk administrative assistant. “You build relationships by helping people. We develop bonds with the tradespeople and they do the same with the people they help. It comes full circle from issue to solution,” she said.
Serving 100% internal customers means that the “customer” isn’t just a customer; they’re a co-worker. The Help Desk team approaches each concern as if it was concerning them. “We are your co-workers first,” Bailey declared. This community-based approach is the key to the team’s success. “We are the first responders to complaints, concerns, and issues. It’s up to us to solve problems and assess the customer’s needs,” says Castor Cruz, a Help Desk administrative assistant.
The team is currently working on ways to improve service, including the implementation of software that will allow the Help Desk to respond to work orders 24 hours a day. The Help desk will assist with a number of upcoming FM projects including, roof replacements, major system overhauls, and replacing A/C units. They may have their hands full, but they’re always willing to extend a helping hand.
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