Customer support, helpdesk support and customer service solutions

OCS provides a comprehensive 24/7 Helpdesk Service to manage the efficient resolution of our customers’ FM jobs. The helpdesk solution includes a dedicated telephone number, dedicated email address and self service portal (SSP) URL as an alternative method of logging calls.

Access to the SSP is provided to the client and other nominated users to log and monitor their re-active tasks online in parallel to the telephone-based helpdesk solution. The workflow communication solution (Wirefast) enables updates and alerts to be sent by email or SMS adding value to your customer service solutions. A solution can also be put in place to access and manage tasks on a mobile device or tablet using our mobile solution called FSI GO.

Our standard helpdesk solution includes dedicated call handling staff who will log requests and initiate actions, serve as a source of information and a communications hub between the Client, OCS Facilities Management and any third party contractors.

The helpdesk solution also provides management reporting information and dashboards including a full audit trail of all activities. Our central CAFM team will provide business as usual support to the customer and will update location and asset details as appropriate.

All dashboards and reports can be accessed using customer or mobile devices as it is a web-based solution. All tasks will be assigned agreed SLAs so reports will measure closure of tasks against these metrics. Users are assigned system access according to their role and they will not have access to sensitive material in other parts of the business.