Transcript FM Helpdesk - Edge Hill University

FM Helpdesk
How we can help you…
What is Facilities Management?
• At Edge Hill University, the Facilities
Management (FM) department are here to
make sure you have the environment you
need to live, work, study and socialise during
your time with us.
• Our customers are all staff, students and
visitors to Edge Hill University.
Facilities Management at Edge Hill University
consists of 6 service areas:
• Business Support (mainly internal)
• Campus Support
• Catering
• Customer Services
• Housekeeping
• Property Services
The FM Helpdesk
• The FM Helpdesk is a way for our customers to
access Facilities Management services, and a
way for us to ensure we respond to our
customers’ needs.
• If you have a problem with your room, or any
part of the campus, contact the FM Helpdesk.
• Parcels are also collected via the FM Helpdesk.
• Even if we can not help you directly, we can
point you in the right direction.
Contacting the FM Helpdesk
• By telephone – Internal extension: 4455
or external telephone (01695 58)4455
• In person – Durning Centre foyer, behind
Sporting Edge
• Online – visit the Facilities Management wiki
page and complete an online job request.
How the FM Helpdesk works
• If you report an issue to us, and it needs to be
investigated or completed by a member of
FM, we will record the job request on our
Helpdesk system.
• We will ask you for details of the problem, and
request contact details from you.
• You will be given a job number to enable you
to check progress.
Response Times
Your job will be allocated to a service area, and
will be given a priority timescale according to its
urgency.
Our job requests are treated as:
• Emergency (response within 1 hour)
• Urgent (response within 24 hours)
• Non-Urgent (response within 2 weeks)
• Scheduled (Date specific response)
• Remember – FM will determine the priority of
the request based on internal guidelines. The
‘Emergency’ category will only be used in the
case of a serious threat to safety.
• You will receive an email to confirm the job
number and priority assigned to your request.
Please remember to supply an email address
to us.
FM Helpdesk Opening Hours
During term time, the FM Helpdesk is open
• 8am – 8pm Monday to Thursday
• 8am – 6pm Friday