QUESTION OF THE WEEK: Help With Help Desks

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Posted by Heidi Schwartz

This Question of the Week comes from the Facilities Management Group on LinkedIn. 

I am looking for feedback from facility management professionals who use help desks. We currently use a help desk to log, prioritize, and manage jobs; it also acts as a communication tool to let people know where we are with their requests, which makes it useful reporting tool.

However, administering the help desk can be time consuming. Since we have limited resources, I was looking for more efficient or innovative ways of doing things. What do you use it for and why do you use it? Are there different ways to handle reactive jobs?

Any suggestions would be welcome.

Juliette Bates
Facilities Manager
Coventry, United Kingdom

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