An Insight to our Service Desks
/As a National Building Maintenance Provider, with over 150 engineers, serving 10,000 client locations in England, Wales and Scotland, we know the importance of well coordinated service desks. The service desk team are the first point of contact when maintenance or service issues occur for clients, and the first point of contact to our national network of field engineers. With the support of our latest Computer Aided Facilities Management (CAFM) software, our highly experienced service desks ensure that information reach exactly the right mobile engineers, at the right time, all whilst keeping communication open with our customers.
Services Desk Based in Leicester
Service Desk Leadership
Great approachable leaders create the ideal environment, where their staff feel empowered, take pride in being part of the team and performance goal achievements are celebrated. Our Service Desk leaders wear their genuine passion for great customer services on their sleeves, and through consistency and experience, they set examples for the rest of the team.
Relationship with Mobile Engineers
Our Service Desks have daily contact with the engineers, however this relationship goes beyond just the organisation of Engineer’s diaries; and ensuring they have access to the tools and equipment to complete their tasks. As a result of their everyday interactions, Service Desk staff get to know the field engineers’ schedules and personalities more than any other team in the business, this knowledge comes in handy when dispatching just the right people to just the right task when an emergency call out comes in.
Our Service Desks have also formed good relationships with our network of specialist subcontractors, as they are responsible for the allocation of this work and to ensure that our subcontractors have all the information they need to complete their allocated tasks.
Managed Services Team
Relationship with Client Sites
In addition to a strong relationships with the engineers, our Service Desk is also the first point of liaison between client and our specialists. When things go wrong, they can act as a bridge between the two and sometimes help resolve concerns over the phone and reduce the risk of minor incidents perhaps developing into a major one. Regular exposure to reoccurring client site issues, means the Service Desk staff are able to also reduce the time between logging an issue to dispatching the right solution, to suit the level of priority.
Our Service desk do not only ensure scheduled works are completed to service level agreement requirements, they are also constantly in contact with the client's site managers to provide updates on progress and others admin matters. Our Managed Services Department also manages the flow of information in a consistent methodology, capturing the salient data fields, to then provide management Information (MI) and data analytics: Performance reports on completed, outstanding and overdue jobs, they are responsible for many aspects of information handling through our CAFM system, this includes time, actions and all communication records. As a company we avoid complacency at all costs, by monitoring and ranking all job histories, noting any new learning and suggestions to help deliver better client-specific service in future projects.
Relationship with each other
JCW Service Desks are wholly people focused. To share customers’ verbal interactions within the team, and communicated company wide in an effective way, our teams have developed a strong and consistent culture for communication as well as understanding each other. Teamwork makes the dream work. To strengthen the bond within the team, our wider management also encourage regular activities out side of the work setting, which is believed to improve service productivity and create a more pleasant work environment for all. In addition, contracted clients can receive our bespoke helpdesk support services, and have an open all hours – 24/7 telephone support for their emergency reactive requirements. Perhaps your air conditioning has failed or you have no heating or electricity, just telephone our 24/7 Helpdesk number and you can rest assured that JCW can provide a rapid response.
Recognising Commitment
With this blog we wanted to recognise the dedication all our support staff show across the group and give a little insight into what their role consists of.
Every year our managers hold appraisal meetings with our support staff to learn about their personal and development needs, and offer any training required to further career goals. We are constantly in discussions about how we can grow the company as a whole and personal development is an important part for the future growth of the company. JCW are committed to providing staff the opportunity to really feel part of this ever evolving company.
To find out more about our people and what we get up to, please click here.
To find out more about how JCW can provide mechanical and electrical maintenance services to your workplace, contact us now.
If you are interested in a career with JCW, please click here for more information.
Get to know the people who lead our Service Desk teams:
