Business Support is made up of the Adminstration and the Helpdesk Teams.
Estates Admin Team
Located in Atkinson Holt (adjacent to the Sainsbury's superstore - off the Shorehead roundabout). The Estates Administration Team are responsible for the administration of purchase orders, invoices, energy payments, sickness and absence management and other general clerical duties for the Estates Office.
The Estates Helpdesk is your first point of contact when reporting a building fault or requesting a service.
Staff can log jobs and place a request using Estates-Online:
Once logged in to the main homepage, additional online help and guidance on how to log a job can be accessed.
To contact the Helpdesk and for general enquiries:
Tel: 01484 472550
The Helpdesk operates Monday to Thursday 08.00 to 17:00, Friday 08:00 to 16:00
In the event of an emergency outside of normal opening times, please contact the Security Hub on 01484 472222 choosing option 5.
Reporting a fault/request a service:
Reports and requests can be submitted to the Helpdesk via the Estates Online app (please see below for further details on using Estates Online). Once you have logged in you will be presented with a variety of templates for you to complete, please ensure to use the template most appropriate to your request. If you are unsure, please contact the Helpdesk on the number above.
Please see below guidance on information to include when reporting a fault or requesting a service:
- Full name and contact details
- Nature of fault / works to be carried
- Location of fault / works to be carried out
- If the request is time-sensitive (e.g. room set up) please included the start date and time and the finish date and time
- Any access issues to the location i.e. door locked at certain times, not available during day as used for lectures
Once a job has been logged, you will receive an automated confirmation with a job number, please quote this job number if contacting the Helpdesk.
If your request is urgent, please contact the Helpdesk on 01484 472550 in the first instance.
All jobs logged onto Planon (the Estates & Facilities management software) are automatically prioritised. Anything which poses a Health & Safety risk will be responded to within 2 hours. Time scales on other requests vary according to the nature of the work required unless something is time-sensitive (e.g. room sets ups) in which case we will be led by the requestor.
Some examples of requests which can go through the Helpdesk include:
- Furniture removals
- Room set ups
- Waste disposal
- Pest control
- Room temperature issues
- Washroom/toilet problems
- Window/door problems
- Lighting/electrical issues
- Reporting a fault
- Ad hoc requests including putting up shelves, etc.
Once a job/request has been completed, you will receive another automated email confirming this. If for any reason you have any issues regarding the works carried out or have any further questions, please contact the Helpdesk in the first instance.
Our commitment to our customers:
The quality of service we provide to our customers is very important to us, our goal is to:
- Present a professional and courteous manner at all times.
- Progress Estates Online requests within a 2-hour window during normal working hours.
- Progress jobs received via email within a 2-hour window during normal working hours.
- Respond to general email enquiries within a 24-hour timeframe.
- Keep our customers informed of unexpected delays which may affect their request.
- Provide a first-class service with a clear customer focus.
- Provide value for money services.
To view our Customer Charter, please click here Helpdesk Customer Charter
Helpdesk Feedback Results:
To ensure the Helpdesk remains customer focussed, we continuously request feedback and review the results to improve our service to our customers.
100% of those surveyed either agreed or strongly agreed that the Helpdesk are prompt and efficient.
*Thank you. The Helpdesk team work hard to ensure jobs are dealt with in a timely manner.
56% of those surveyed either agreed or strongly agreed that Estates Online was straightforward and easy to use.
*Estates Online is a new system which allows users to log their own jobs. We realise this system is a work in progress and it is only by receiving feedback that we are able to assess and amend the options available to users. All feedback is gratefully received.
64% of those surveyed either agreed or strongly agreed that they were kept informed of any delays.
*The Helpdesk team will always endeavour to update customers of any delays as we receive this information from the appropriate service. If you have logged a job and have queries regarding the timeframe, please do contact the Helpdesk directly via the email. A member of our team will be more than happy to assist you.
If you do receive a link to provide feedback, please do. It is only by engaging with our customers that we are able to review and improve our service.