Few Aspects of Help desk in facility management

eFACiLiTY™’s helpdesk module manages the work flow of registering, assigning and , resolving of the job requests, problems reported and calls received by the call center by way telephonic calls, emails and alarms from the control systems. Knowledge base helps the helpdesk operators by providing vital information on standard solutions, past solutions history, approved solutions or best practices for faster resolution of calls.
Features
Online call booking, emails, tele-calls and control system alarms
Register Problems, Job Requests, Calls
Assign, distribute, monitor
Escalation based on standard SLA
Recording of all events throughout the life cycle of a call
Raise, Track and Close Work Orders
Record solutions and post in Knowledge base
Service Level Analysis
Faults and Solutions history
Fully indexed data for fast searching
Simple and advanced search functions
Statistical analysis
FAQs and Links