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QUESTION OF THE WEEK: Help With Help Desks

Written by Heidi Schwartz. Posted in Ask The Expert, Facility Management, FacilityBlog, Featured Post, Professional Development, Question Of The Week, Topics

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Published on September 16, 2013 with No Comments

Posted by Heidi Schwartz

This Question of the Week comes from the Facilities Management Group on LinkedIn. 

I am looking for feedback from facility management professionals who use help desks. We currently use a help desk to log, prioritize, and manage jobs; it also acts as a communication tool to let people know where we are with their requests, which makes it useful reporting tool.

However, administering the help desk can be time consuming. Since we have limited resources, I was looking for more efficient or innovative ways of doing things. What do you use it for and why do you use it? Are there different ways to handle reactive jobs?

Any suggestions would be welcome.

Juliette Bates
Facilities Manager
Coventry, United Kingdom

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About Heidi Schwartz

Heidi Schwartz

Schwartz joined Group C Media in April 1989 as managing editor of Today's Facility Manager (TFM) magazine (formerly Business Interiors) where she was subsequently promoted to editor/co-publisher of the monthly trade magazine for facility management professionals. In September 2012, she took over the newly created position of internet director for TFM's parent company, Group C Media, where she is charged with developing content and creating online strategies for TFM and its sister publication, Business Facilities. Schwartz can be reached at

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