Managed Helpdesk PP Slides 2009


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Managed helpdesk presentation slides

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Managed Helpdesk PP Slides 2009

  1. 1. FMDirect Demonstration of Managed FM Helpdesk Services Mike Dowling Director
  2. 2. Company <ul><li>Head Office in Coulsdon, with clients throughout the UK. </li></ul><ul><li>We work directly with clients and via Business Partners. </li></ul><ul><li>We consider ourselves amongst the market leaders in managed Help Desk, Room Booking, PPM and FM solutions. </li></ul><ul><li>Mission Statement </li></ul><ul><ul><li>To provide our clients, high quality, innovative and affordable business support solutions. </li></ul></ul>
  3. 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. 4. <ul><li>Facilities Help Desk </li></ul><ul><ul><li>Managed Enterprise FM </li></ul></ul><ul><ul><li>Contractor Management </li></ul></ul><ul><ul><ul><li>Outbound calls by priority </li></ul></ul></ul><ul><ul><ul><li>Outbound txt to mobiles by priority </li></ul></ul></ul><ul><ul><li>SLA Compliance </li></ul></ul><ul><ul><ul><li>Monitor response times </li></ul></ul></ul><ul><ul><ul><li>Call escalation </li></ul></ul></ul><ul><ul><li>Work Order Issue </li></ul></ul><ul><ul><ul><li>Email or text </li></ul></ul></ul><ul><ul><li>Client/Contractor Update </li></ul></ul><ul><ul><li>Audit Trail </li></ul></ul><ul><ul><li>Reporting (on-line/emailed) </li></ul></ul><ul><ul><li>8am - 5pm – 8am cover </li></ul></ul>Products/Services <ul><li>Systems </li></ul><ul><ul><li>Office Backup </li></ul></ul><ul><ul><ul><li>Dual Telecoms Providers </li></ul></ul></ul><ul><ul><ul><li>Dual Internet Links </li></ul></ul></ul><ul><ul><ul><li>UPS – 30 minutes </li></ul></ul></ul><ul><ul><ul><li>Recovery to external offices </li></ul></ul></ul><ul><ul><li>System Structure </li></ul></ul><ul><ul><ul><li>Hosted Application </li></ul></ul></ul><ul><ul><ul><li>Hosting Centre Benefits </li></ul></ul></ul><ul><ul><ul><li>Dual Hosted PABX </li></ul></ul></ul><ul><ul><ul><li>Automatic routing </li></ul></ul></ul><ul><ul><ul><li>Manual Failover </li></ul></ul></ul>
  5. 5. <ul><li>FMHelpdesk Features </li></ul><ul><ul><li>Automatic Email to Contractors </li></ul></ul><ul><ul><li>Contractors, SLA’s, Escalation & Work Monitoring </li></ul></ul><ul><ul><li>Reporting, Resource Usage </li></ul></ul><ul><ul><li>Colour Traffic lighting </li></ul></ul><ul><ul><li>Labour, Stores, Materials Costs </li></ul></ul>Software Features
  6. 6. Benefits <ul><li>Improved Customer Service </li></ul><ul><li>Call Escalation & Jeopardy </li></ul><ul><li>Centralised Contact/Data </li></ul><ul><li>Reporting & Call Metrics </li></ul><ul><li>Calls Managed to Closure </li></ul><ul><li>Web Access </li></ul><ul><li>Real-time Work Monitoring </li></ul><ul><li>SLA Compliance </li></ul>Managed Helpdesk Managed Helpdesk Managed Helpdesk
  7. 7. <ul><li>Software Screenshots </li></ul>Demonstration
  8. 8. Login Screen
  9. 9. Main Screen
  10. 10. Add Work Order Screen
  11. 11. Add Work Order Screen
  12. 12. Add Work Order Screen
  13. 13. Add Work Order Screen
  14. 14. Add Work Order Screen
  15. 15. Add Work Order Screen
  16. 16. Add Work Order Screen
  17. 17. Add Work Order Screen
  18. 18. Add Work Order Screen
  19. 19. Add Work Order Screen
  20. 20. Add Work Order Screen
  21. 21. Add Work Order Screen
  22. 22. Add Work Order Screen
  23. 23. Add Work Order Screen
  24. 24. Add Work Order Screen
  25. 25. Add Work Order Screen
  26. 26. Add Work Order Screen
  27. 27. Work Monitor Screen
  28. 28. Reports
  29. 29. Reports
  30. 30. Reports
  31. 31. Main Menu
  32. 32. <ul><li>Presentation End </li></ul><ul><li>Email </li></ul>Demonstration