1. FM Helpdesk How we can help you…

2. What is Facilities Management? At Edge Hill University, the Facilities Management (FM) department are here to make sure you have the environment you need to live, work, study and socialise during your time with us. Our customers are all staff, students and visitors to Edge Hill University.

3. Facilities Management at Edge Hill University consists of 6 service areas: Business Support (mainly internal) Campus Support Catering Customer Services Housekeeping Property Services

4. The FM Helpdesk The FM Helpdesk is a way for our customers to access Facilities Management services, and a way for us to ensure we respond to our customers’ needs. If you have a problem with your room, or any part of the campus, contact the FM Helpdesk. Parcels are also collected via the FM Helpdesk. Even if we can not help you directly, we can point you in the right direction.

5. Contacting the FM Helpdesk By telephone – Internal extension: 4455 or external telephone (01695 58)4455 In person – Durning Centre foyer, behind Sporting Edge Online – visit the Facilities Management wiki page and complete an online job request.

6. How the FM Helpdesk works If you report an issue to us, and it needs to be investigated or completed by a member of FM, we will record the job request on our Helpdesk system. We will ask you for details of the problem, and request contact details from you. You will be given a job number to enable you to check progress.

7. Response Times Your job will be allocated to a service area, and will be given a priority timescale according to its urgency. Our job requests are treated as: Emergency (response within 1 hour) Urgent (response within 24 hours) Non-Urgent (response within 2 weeks) Scheduled (Date specific response)

8. Remember – FM will determine the priority of the request based on internal guidelines. The ‘Emergency’ category will only be used in the case of a serious threat to safety. You will receive an email to confirm the job number and priority assigned to your request. Please remember to supply an email address to us.

9. FM Helpdesk Opening Hours During term time, the FM Helpdesk is open 8am – 8pm Monday to Thursday 8am – 6pm Friday