We understand the importance of the Helpdesk to the smooth running of the contract and will put a great deal of focus on this during the mobilisation period . We are available 24/7/365 and have contract specific out of hours escalation procedures to ensure that respond to all emergency call outs in a timely manner.

All helpdesk operatives are fully versed in the operation and workflow requests and authorisations to ensure it runs smoothly. When we receive a call, we will go through route cause analysis with the person placing the call. The purpose of this is to give ourselves as much information as possible, so we have identified the fault correctly and we can allocate the correct engineer. We utilise a vehicle tracking and inventory system for all our vans. When a call is received by our Helpdesk, we can identify the closest engineer with the correct spare parts on the van to affect a first-time fix. 

Our engineers will carry a spare parts range on their vans which has been identified through the asset verification process. When a call is received by the Helpdesk, they will identify the engineer with the correct skills and parts. They will then allocate that engineer to the job who has the correct skills and spare parts on their van. This gives us a market leading first time fix rate.