Helpdesk software contains all the tools and features essential to support the safety, functionality, and sustainability of your infrastructure, building, and real estate. Other facilities management advantages of using an adequate FM solution are lease administration, lease management, project management, project planning, and accounting.
- Service Level Agreements (SLAs)
You can use a helpdesk software solution to manage your service-level agreements with vendors as well as clients/customers. These SLAs will help you define what services you can provide to a business or partner. Similarly, if you are the one hiring a vendor, an SLA will define the service standards a vendor must provide.
A helpdesk solution allows you to set certain key performance indicators (KPIs) to maintain performance and customer-centric facilities. This enables you to offer impeccable support activities and customer services. Some of the KPIs include issue resolution rates, first response times, customer-facing metrics, and customers’ satisfaction levels.
- Plan Maintenance Activities
You can use helpdesk software to set up or schedule regular system checks and any other preventative measures. The software automatically assigns each task to the relevant team and the team can inform when the job is complete.
You can now reduce your helpdesk’s workload and improve user satisfaction by offering a self-service portal. This area is a place for employees to log in and add a request, check available resources, and get instant answers to various needs and questions.
You get efficient at reactive maintenance i.e. repairing any equipment, service, or facility after it has already broken down. A customized FM solution will allow you to focus on restoring malfunctioning equipment into operating conditions with the lowest downtime possible.
Ease of Use
A decent helpdesk software solution will be intuitive as well as easy to use. The portal has a clean interface with easy-to-understand and user-friendly actions and features. Additionally, request forms are quick and easy to complete. You can even manage incoming requests in queues based on their priorities.