Facilities Management
The Facilities Supervisor manages the Facilities Management Helpdesk.
You can request Assistance or submit a Helpdesk request via
- The most effective method is to use this link to the form on the Intranet. Fill in your name, email address and telephone number, and then check the correct option for the type of fault you have; add details of the fault being as full as possible to include exact location (each door is numbered) and issue, and note how you will be contacted by the team. If you have no access to email, use the telephone number(s) supplied above.
- When the form has been completed, click/select the option for sending the details
- Click/select the option for resetting all the values if you want to start again
- It would be helpful and more effective if you could provide some information on how the problem is affecting your work. This will help us to prioritise your need.
2. Emergency Helpdesk requests via telephone (33011)
- This method should only be used in case of emergency. The helpdesk can be contacted by phone from 7am - 6pm Monday - Friday.
What happens next?
When your request is received by the Helpdesk, you will receive an automated response with a unique request or tracking number. You should include this number in the header of any further email that you send to the help desk about this issue.
The Helpdesk is continually monitored for new requests by staff within the team. This team supports all library facilities management needs in the library. The team is located on the ground floor SWC near the staff entrance.
All requests (whether received via web form, telephone or via a direct approach to a member of the Services team) will be entered in to the Helpdesk and prioritised for response.
The helpdesk user model and prioritisation of all requests received represents a change from previous pratice by the Facilities Management team. All requests will be queued for response and work according to prioritisation principles. This will allow us to respond to the most urgent requests first and also to gather data and and information about workload, sources and volume/nature of incoming requests. We will be continually monitoring and reviewing our procedures in order to be able to provide you with a better service outcome.
A member of the team will send you a response via email (or by telephone if appropriate) as soon as possible.
The Facilities Management Team may need to pass your request to another to another party within building services for diagnosis and resolution of the problem. In most cases, this will be invisible to you and we will keep you informed of progress, or may come back to you for further information to resolve it, if required. There will be a quality assurance dimension to the service to ensure that the issue is being addressed in the best possible way to reach a resolution first time after first assessment.
Prioritisation of requests
How is priority assessed?
| Priority | What does this mean | Examples |
| High | A problems that prevents an individual or group of individuals from working, a security risk or a problem at a public service point in the library resulting in a risk to safety will be given top priority as it may require immediate attention. | Flood, spillage, damage to property, electrical problem posing a risk, locked door that should be open, office move assistance, security risk, etc. |
| Medium |
Issues or problems that may be inconvenient/need fixing or attention but do not stop an individual from working. Project scoping work for work needed in your area of the library and ECRP sensitive work that needs attention. Issues that need to be planned around user priorities (e.g. painting). |
Breakages that need repair or replacement but are not urgent; Issues you would like addressed in the next 1-4 weeks; Issues that need further discussion and agreement before they are embarked upon due to cost or business convenience needs (e.g. out of hours work or work that might be noisy or inconvenient to readers/users). |
| Low | Issues that are not critical to your work and do not require immediate attention, but need attention at the next available time slot where there is no other priority that is greater. | Touch up work (snagging), general running repairs, moving non urgent items to alternative locations, adjustments to fixtures or fittings that are non-urgent. |