7777 is the initial contact number for all general enquiries and requests for work. Helpdesk is located at the main reception point in the Hastings Building providing a telephone and meeting desk for contracted services. Staff working on Helpdesk provide advice and responses to any service required in the following ways:
- Immediate response to any building service requirement and the direction of works orders to appropriate sections of EFM. This work involves the generation in excess of 12,000 works orders per year. In addition to this work the section coordinates all contracted work to include an emergency call out service.
- Advice is given via Helpdesk on any building or support services, delivering a coordinated response either by answering customers' questions on the spot or connecting the customer to the relevant section within the division.
- The Helpdesk service provides a main reception point for all contracted services to ensure completion of administration to include permits to work, ID passes and permits to park.
In 2001 the University Council approved a change in Health and Safety management responsibility across the University making budget holders responsible for all areas under their control.
EFM Premises Assistants are responsible for inspecting and reporting to Helpdesk maintenance or safety matters for all common areas in their respective buildings. This thorough examination of the workplace highlights potential hazards, such as blocked fire exits as well as identifying any other potential risks or repairs.
When reported to Helpdesk, each call or request for work is given a priority commitment which is always agreed with the customer. Appropriate staff are made aware of emergency situations as they arise which take precedence over other work. Progress chasing is a key element of Helpdesk work making sure that commitments are met and work is completed in a timely and efficient manner. This is achieved by calling the person who placed an original request and reporting accordingly to management.
Helpdesk is open Monday to Thursday 8.00 am to 5.30 pm
and Friday 8.00 am to 4.30 pm
Out of hours calls are diverted to the Security Office email@example.com. providing a 24 hour 365 day a year service.
Manager: Andy Jupp A.R.Jupp@sussex.ac.uk