• A man in a suit and red tie sits at a desk in an office, smiling at the camera while working on a computer.

    Hard Services Helpdesk

    We support your hard FM operations with dedicated helpdesks that keep your facilities running, your people satisfied and issues resolved quickly. With centralised operations and a customer first mindset, we take full responsibility for your support interface so you can focus on your core business.

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Helpdesk Services & Solutions

We offer flexible helpdesk support, either on-site, centralised, or a hybrid model, depending on your contract and operational needs. Whether via phone, web portal, QR codes on site, or walk-in service, users at your facilities can quickly engage with our team to log issues and request assistance. 

Our helpdesks are operated by specially trained agents who gain deep knowledge of your site, your assets and systems, and our broader technical network. They act as your first point of contact, triaging, prioritising, dispatching, escalating, and tracking all requests end-to-end. 

Through continuous monitoring, reporting, trend analysis, and process optimisation, we ensure each request is fulfilled, service level targets are met, and your operation is continuously improved. 

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Our Helpdesk Scope

We support the full breadth of hard services, serving as the gateway to our technical delivery teams across: 

Mechanical, electrical, plumbing (MEP)
Building controls, BMS, automation
Fire, security and life-safety systems
Building fabric, structure and roofing
ICT, cabling and network infrastructure
Maintenance and repairs
Critical and priority (P1) response

What Sets Our Helpdesk Apart

Our helpdesks deliver consistent, responsive and high-quality support across every hard services contract, built on operational excellence, innovation and care for people and places.

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  • Our helpdesk model combines the scale and consistency of centralised operations with the local knowledge and relationships that keep our service personal. We operate from regional hubs with 24/7 capability, ensuring continuity, flexibility, and a seamless experience for customers.

  • Every helpdesk operator is trained to understand not only the systems and assets they support, but also the environments and people behind them. Our structure allows us to scale rapidly to meet customer demand while maintaining service quality through clear performance standards and leadership support.

  • Using digital platforms such as Totalmobile and our CAFM systems, we connect helpdesk activity directly with our field engineers. This provides real-time visibility, smarter scheduling and more accurate reporting, turning data into actionable insight that drives performance and efficiency.

  • We encourage our people to take ownership of every interaction. Helpdesk operators are trained to think proactively, escalate intelligently and resolve issues with empathy and accountability, going beyond ticket management to deliver genuine customer care.

  • Through constant analysis of data, feedback, and operational trends, our teams identify root causes and recommend service improvements. This learning-led approach ensures that we don’t just fix issues, we prevent them.

Proven, Trusted, Accredited

Certified to the highest standards, our teams combine expert training with industry-leading accreditations to deliver safe, consistent, and compliant services. Independent audits and award-winning practices give you confidence that quality, safety, and performance are never compromised. best practices every time.

OCS QHSE Policy

Explore Our Latest Hard Services News, Insights and Customer Projects

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Ready to keep your facilities running without interruption?

From issue logging to resolution and reporting, our Hard Services Helpdesk delivers responsive support that keeps your operations efficient, compliant and fully connected.

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