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Managed Helpdesk PP Slides 2009
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Managed Helpdesk PP Slides 2009

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Managed helpdesk presentation slides

Managed helpdesk presentation slides


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Transcript

  • 1. FMDirect Demonstration of Managed FM Helpdesk Services Mike Dowling Director
  • 2. 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.
  • 3. FMHelpdesk Structure Project Manager Overall strategic responsibility direct to client Client FM Consultant Responsible to PM and Client Post Set-up Support Support Team responsible for ongoing maintenance, support and upgrades Set-up Team Combination of FMHelpdesk Support Staff and FMDirect Consultants Help Desk Team Combination of permanent and part-time staff, 24/7 shift rotation responsible for service delivery and client/contractor interface Helpdesk Management Implementation Structure FMDirect Partner strategic responsibility iiS Ltd. Software design company responsible for product development and customisation
  • 4.
    • 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
  • 5.
    • FMHelpdesk Features
      • Automatic Email to Contractors
      • Contractors, SLA’s, Escalation & Work Monitoring
      • Reporting, Resource Usage
      • Colour Traffic lighting
      • Labour, Stores, Materials Costs
    Software Features
  • 6. 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
  • 7.
    • Software Screenshots
    Demonstration
  • 8. Login Screen
  • 9. Main Screen
  • 10. Add Work Order Screen
  • 11. Add Work Order Screen
  • 12. Add Work Order Screen
  • 13. Add Work Order Screen
  • 14. Add Work Order Screen
  • 15. Add Work Order Screen
  • 16. Add Work Order Screen
  • 17. Add Work Order Screen
  • 18. Add Work Order Screen
  • 19. Add Work Order Screen
  • 20. Add Work Order Screen
  • 21. Add Work Order Screen
  • 22. Add Work Order Screen
  • 23. Add Work Order Screen
  • 24. Add Work Order Screen
  • 25. Add Work Order Screen
  • 26. Add Work Order Screen
  • 27. Work Monitor Screen
  • 28. Reports
  • 29. Reports
  • 30. Reports
  • 31. Main Menu
  • 32.
    • Presentation End
    • Email enquiries@fmdirect.co.uk
    Demonstration