Estates Department Maintenance Request Helpdesk

The Maintenance Helpdesk is currently a two-person department, manned Monday to Friday from 8am to 4pm each day. The department acts as the first point of contact for all maintenance requests, both Routine and/or Emergency, for the whole of the Trust site, currently handling in excess of 10,000 Reactive enquiries per year.

As soon as these issues are reported a decision is made about the severity of the case and the work is then allocated to the appropriate team. Help desk staff work closely with all trades staff to ensure work is completed in the shortest possible timescale, to the highest standard, allowing the affected area to return to normal working order as soon as possible.

In addition to the Reactive Maintenance requests, a database of all work is maintained by the help desk who allocate in excess of 8000 Planned Preventative Maintenance (PPM) jobs per year, providing these on a weekly to annually basis to each trade, i.e. Electrical, Plumbing, Joinery etc. A record is also kept of all jobs completed, for auditing purposes.

Helpdesk staff always strive to provide an excellent level of service to all areas of the hospital, building up relationships with all levels of staff and are able to appreciate the problems that breakdowns of Engineering/Building components can cause to the daily workload of a busy hospital.