Beating the “top priority” facilities manager blues [infographic]

Facilities managers have a huge amount to keep track of. Sometimes, these tasks are mistakenly marked as urgent or top priority, which can be a drain on resources when there’s a hundred other vitally important tasks to carry out.

Martin Holyoak

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Once you get this “top priority” ticket, you could waste even more time trying to track down the asset or issue across all your locations and premises. It’s a nightmare.

Why does this keep happening?

It’s easy to blame the users, but often, the top priority issue isn’t actually caused by them; it’s caused by how jobs are logged and organised. If your process feels a bit manual, it probably is, which means it doesn’t empower users – or worse, it relies on scribbled notes and spreadsheets to manage facilities requests. This leads to user frustration and instant escalation.

Imagine if equipment that’s vital to your job suddenly stops working, and you’re left with no other option than to contact a facilities team. You’d want them to come straight away, regardless of the other tasks that team has to carry out, right?

Luckily, there’s a solution to this problem.

Empower users to self-serve

Ticketing systems are great for one-way communication, but this can lead users to feel like they’re shouting at a brick wall. If they have an issue that is preventing them from doing their job effectively and their only option is to submit a ticket, this strips all power from them.

They are, essentially, left waiting for you to swoop in and save the day – however, as any busy facilities manager will tell you, you don’t always have the time to swoop. As users are left waiting, frustration builds, and tickets get shunted to top priority despite only being for minor issues. Even worse, the next time a user needs to submit a support ticket, they might go for the nuclear option and mark it as urgent from the get-go.

Instead, if you hand users the tools they need to try to solve their own issues, you can alleviate a lot of this pent-up stress. You need to empower users to self-serve.

Action Helpdesk from IRIS Assets changes the game

That’s why schools are turning to Action Helpdesk, the new module within IRIS Assets. It empowers users to log issues as and when they see them by scanning a sticker attached to a room or appliance. These stickers can be added to anything – even documents – and are scannable with any device.

Once assets have been added to your database, you can attach files and even videos to them. When users scan the asset, they can be served helpful guides, important documents, and even a complete user walkthrough. Alternatively, if an issue needs to be escalated, it’s easy for users to do so, and their ticket will be automatically routed to the appropriate facilities or support team.

Your facilities team can then instantly find the asset and benefit from a full audit trail and asset history, making it easy to fix issues at their cause. Also, these issues can be reported on to give a live overview of outstanding problems.

If you want to see how this works, we’ve created a handy infographic below; otherwise, you can contact our team today to find out more and for a free demonstration of IRIS Assets and Action Helpdesk. You may be surprised by how it can help your organisation.

The pressure of managing school facilities

 

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