Helpdesk Training Manual

Helpdesk Manual

Helpdesk Manual

Version 2 GFM Ltd Aug 2012 Page

1

Helpdesk

Contents

1. Introduction............................................................................21.1 Overview of Helpdesk Module.....................................................21.2 Who Should Read This?..............................................................21.3 Contacting Us.............................................................................21.4 How to answer a Helpdesk Call?.................................................2

2. Introduction to Helpdesk..........................................................2

1.6 Helpdesk Procedures………………………………………………..5 1.1 Maximo Musanada SR.…………………………………………......9

3 HOW TO LOG A CALL………………………………………………………..…12

4 HOW TO CLOSE A CALL……………………………………………………….14

5 WHAT TO NOW…………………………………………………………………..15

1.1 Finance code……………………………………………………………………………………15

1.2 Bar code…………………………………………………………………………………………..15

1.3 Sending spare part approval…………………………………………………………..15

1.4 Type of task.……………………………………………………………………………………20

1.5 Raising a work order……………………………………………………………………….20

6 PPM TASK…………………………………………………………………………22


2

Helpdesk

1. Introduction

1.1 Overview of Helpdesk Module

The KFM Helpdesk module manages all the reactive services requested by the building users. It is the communication centre for our entire operation.

1.2 Who Should Read This?

This document is intended to provide an understanding of how to log calls for the people we support and to manage their performance in responding to those calls.

1.3 Contacting Us

If you have any questions or queries please contact the Helpdesk team on:

Email: [email protected]

Tel: +971 (0) 46057300

+971 (0) 46057282

+971 (0) 46057289

+971 (0) 46057335

1.4 How to answer a Helpdesk Call?

The telephone call should be answered as follows:-

Good morning Khansaheb Facilities Management, (NAME) speaking, how can I help you?

This should be said with a smile as it reflects how you sound!


3

mailto:[email protected]

Helpdesk

2. Introduction to Helpdesk

KFM helpdesk is the communication center for our entire operation such as,

Receive complaint from contractors, staffs within the premises and forward the same to the concerned.

Updating time of calls received through integrated system (Maximo).

Follow up on calls to be completed and closing the calls.

Sending of spare part approval and keeping update of monthly reports.

Closing PPM.

Creating work order for service request.

Note: - calls are received through phone calls, e-mail and other means, the first task for the help desk starts from receiving a complaint and forward to the concern.


4

Helpdesk

HELPDESK PROCEDURES


5

Helpdesk


6

Helpdesk


7

Helpdesk

MAXIMO MUSANADA SR

This is a contractor call notification service request sent by KFM contractors Musanada, inform of an e-mail message into the helpdesk mailbox, this message consist of complaint details Such as the raised date of the task, call reference number, Problem reported, Location, Who reported the issue, Priority of the task, category of the task, Task KPI attend, contain and finish time, task type.


8

Helpdesk

There are very important steps to be taken once the service request is received in the helpdesk E-mail.

See diagram in next page and steps to take regarding service request.

Maximo Musanada SR


9

Helpdesk


10

Helpdesk

STEP 1

Check the priority of the complaint to know the urgency of the task and necessary action to take

P1 calls are to be attend in 15 minutes, contained in 60 minutes and completed in 2hrs.

P2 calls are to be attend in 30 minutes, contained in 2hrs, completed in 8hrs.

P3 calls are to be attend in 2hrs, contained in 8hrs, completed in 24hrs

P4 calls are to be attend in 8hrs, contained in 48hrs, completed in 48hrs

P5 calls are to be attend in 2 days, contained in 2 days, completed in 30 days.

STEP 2

Send received message from Musanada to all Engineer, Supervisors and team leaders in the printed site list for action to be taken. Note that p1 & p2 calls you should also inform the supervisor through phone call immediately after you forward the message

See Diagram below: -


11

Helpdesk

SITE LIST DIAGRAM


12

Helpdesk


13

Helpdesk

3 How to Log a CallLog a Call is the start point for recording information required regarding a service request. To Log a call, open Maximo start center, Time update for every task will be sent by the team on ground to be updated in Maximo for every service request received, attended, containment and fixed time.

Log in the GMC Number of the service request in the space box call reference number, Example: - GMC14:2345.

After logging in the GMC Press enter from the keyboard, the page for the task will open, click again on the GMC you will have the task details page, find the space for attend, contain and fixed time.


14

Helpdesk


15

Helpdesk

4 HOW TO CLOSE A CALL

You will receive a task completed message from the team on ground to close a call, the message include the GMC number, and fixed time and the asset bar code, example: -Task Completed: 29/11/15 17:10 B10040002348.

Follow the same process of updating attend and contain time, put in the fixed time and find the space TASK STATUES, click select value and change statues to completed-go up to the task bar and click on CHANGE STAUES ICON>new statues>select completed and click OK.


16

Helpdesk

5 WHAT TO KNOW

1.1 Finance code: - Is the code to know the location where the problem is Example: J6001.

1.2 Bar code: Bar code is the combination of the finance code and the spear

part serial number-example L40010000840, In some case when the system reject a

bar code you can use the Dummy bar code which has been programmed for task

Category, xxxx represents the finance code.


17

Helpdesk

Electrical- xxxx9000001 Civil and other-xxxx9000005

Plumbing- xxxx9000002

Mechanical- xxxx9000004

Fire- xxxx9000006

1.3 SENDING SPARE PART APPROVAL MESSAGE

There are some task that need a new spare part and in this case a message is received from the team on ground on the help desk to send an approval message to CAFM, this message consist of the part code No, description of the part code, quantity and the unit cost.

Step 1

Send the bar code- Go to Maximo start center, copy GMC and paste in call reference number and open the task details page. Copy bar code which will be sent along with the spare part approval message from the team on ground and paste bar code in asset space>click detail menu>empty space>save and expect processed message from CAFM.

Step 2

When you get the processed message from CAFM, go back to the asset bar code in Maximo, Go to plans above the asset bar code space, click and a new page will be open.


18

Helpdesk

See below: -

Step 3

Go to materials in the new page, click>new Row click> and another page will open, copy part code and paste in ITEM space>quantity>go to storeroom and click detail menu you will get an option box click on storeroom, unit cost will come automatically>click save>select action>create>spare part approval message>Go back to start center and expect part code approval message from CAFEM.


19

Helpdesk

See below: -


20

Helpdesk


21

Helpdesk

Note: - when the part code for a task is exceed one number, follow process by clicking NEW ROW to enter part code separately.


22

Helpdesk

1.4 TYPE OF TASK

Reactive Task: - Reactive Task are service Request Raised and should be workedOn between the KPI (key preventive indicator)

Corrective Task: - corrective task are the works which we do without service request raised but the service request can be raised after the work is done.

1.5 RAISEING A WORK ORDER

Step 1To raise a work Order for a service request from Maximo start centre, click Go to>work order>service request>and in the opened page click

Step 2

Click in the open page and another page will be open, click reported by detail menu and input reporters name>copy reference code and paste in summery>copy complain detail and paste in message box>click site and choose location given>save> Select action


23

Helpdesk

See next page

Step 3

Select action>Create>work order>click on select owner > on the

new page click filter Filter > in the Name space, input name of the person to assign to and click on the name in the option box.


24

Helpdesk

See Next page.


25

Helpdesk

6 PPM TASK

The Helpdesk receive some Task in a PDF format file from the team on site, these task are called PPM (Planed preventive maintenance). What the helpdesk has to do is update the file into the system as completed as soon as they are received.

PPM FILE


26

Helpdesk

How to close a PPM file

To close a PPM file, open ppm file and Go to Maximo start centre, click Go to >work order >work order tracking, copy work order number from PDF file and paste in work order space and press enter, re-click on the work order details and a page will open.Put in the start time and finish time given, click save >change status and choose completed in the option box and click Ok.

See next page


27

Helpdesk


28

Date post:	24-Jan-2017
Category:	Documents
Upload:	tony-oyenmachi
View:	177 times
Download:	0 times

Helpdesk Training Manual

Documents